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HBSP (USA)
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From Score to System: How the Net Promoter Score (NPS) Grew from a Metric to a Management System
Reichheld, Fred; Markey, RobBook Chapter HBS-8573BC-EIn 2003, when loyalty economics expert Fred Reichheld created the Net Promoter Score (NPS) as a new way of measuring how well an organization generates customer loyalty, no one could have predicted how swiftly this easy-to-understand, open-source metric would catch on. Thousands of innovative companies--Apple, American Express, Zappos, Intuit, eBay, Southwest Airlines, and Facebook, to name just a few--adopted the Net Promoter Score as a way to t...Starting at €8.20
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The Measure of Success: How Intuit Became a "Net Promoter" Company--And Boosted Its Profits Through Increased Customer Loyalty
Reichheld, Fred; Markey, RobBook Chapter HBS-8575BC-EBack in the days when every business was a small business, proprietors knew what their customers thought of their products by the looks on their faces: they knew them all personally. But in today's world of giant corporations and big-box stores, most managers never see their customers. Instead, they are laser-focused on how much these customers are spending. If the bottom line is growing, that's good, right? Not necessarily. In this chapter, worl...Starting at €8.20
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How NPS Drives Profitable Growth: The Economic Payoff of High-Quality Customer Relationships--And the Net Promoter System
Reichheld, Fred; Markey, RobBook Chapter HBS-8576BC-EIn today's Web-savvy, customer-driven world, where negative word of mouth about your company's products and services is instantly broadcast over a global PA system, you're smart to focus more closely on your customers as you fight to stay competitive. But building up legions of enthusiastic, loyal customers requires investment. And it requires reducing your company's reliance on "bad profits"--profits earned at the expense of customer relationshi...Starting at €8.20
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The Enterprise Story--Measuring What Matters: How Enterprise Rent-A-Car Set the Industry Standard for Winning Customer Loyalty
Reichheld, Fred; Markey, RobBook Chapter HBS-8577BC-EAt its senior management retreat in 1996, Enterprise Rent-A-Car executives should have been rejoicing: the company was growing fast and had just overtaken Hertz as the number one rental-car agency in the United States. But the festive mood of the retreat was shattered by one slide in an otherwise rosy-looking presentation--customer satisfaction scores were flatlining. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and ...Starting at €8.20
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Cerrar el ciclo de feedback del cliente
Markey, Rob; Reichheld, Fred; Dullweber, AndreasArticle HBS-R0912CService and Operations ManagementAl darse cuenta de que la retención de clientes es más importante que nunca, las empresas han incrementado sus esfuerzos para escuchar a los clientes. Sin embargo, muchos luchan para convertir sus resultados en las recetas prácticas para los empleados de cara al cliente. Algunas compañías están abordando ese desafío, dicen tres consultores de Bain & Company, mediante la creación de circuitos de retroalimentación que se inician en la primera línea...Starting at €8.20
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Winning Results with NPS: Ten "Net Promoter" Success Stories--How Forward-Thinking Companies Thrive in a Customer-Driven World
Reichheld, Fred; Markey, RobBook Chapter HBS-8583BC-EWhy do companies adopt the Net Promoter system, and what happens when they do? Where does the journey toward customer centricity take them? In this chapter, world-renowned expert on loyalty economics Fred Reichheld and his Bain colleague Rob Markey tell the stories of ten companies--some with marquee names, some you've never heard of--that realized transformative results as they put this powerful, actionable measure of customer relationship healt...Starting at €8.20
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Economics and Inspiration: The Dual Imperatives--Why Successful Implementation of the Net Promoter System for Managing Customer Loyalty Requires a Two-Pronged Approach
Reichheld, Fred; Markey, RobBook Chapter HBS-8584BC-EThe Net Promoter system of measuring customer loyalty rests firmly on two distinct pillars. One pillar is economic: Net Promoter makes it possible to invest in customer loyalty and to calculate the return on that investment. And this means that your company's CFO and finance department must be on board. The other pillar is inspirational: Most employees want to do the right thing by customers; to affect their lives in a positive way. Net Promoter ...Starting at €8.20
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Organize for the Long Journey: Understanding the Key Steps to Implementing the Net Promoter System--And Positioning Your Company to Thrive in a Customer-Driven World
Reichheld, Fred; Markey, RobBook Chapter HBS-8590BC-EImplementing the Net Promoter system to make your company truly customer-centric--turning customer detractors into promoters and transforming your employees into company evangelists--is a long journey. Even Net Promoter veterans, such as Intuit, American Express, and Apple Retail, continue to discover new approaches and tactics that strengthen basic NPS tools. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and his Bain...Starting at €8.20
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The Road Ahead: Getting Results with the Net Promoter System--Adapting NPS to Meet the Future Challenges of a Customer-Driven World
Reichheld, Fred; Markey, RobBook Chapter HBS-8591BC-EThe notion that customer loyalty can be summarized and quantified in the response to one question ("How likely is it that you would recommend us to a friend or colleague?") can be threatening to market research departments, survey vendors, managers, and others both inside and outside your organization who have learned to play the game in the current system. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and his Bain co...Starting at €8.20
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The Loyalty Economy
Markey, Rob; McCarthy, Daniel M.; Fader, Peter S.; Brennan, Jack; Harvard Business ReviewArticle HBS-R2001B-EStrategyLeaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressure results in cost-cutting measures that hurt customers. The lead feature, "Are You Undervaluing Your Customers?" explains that loyalty-leading companies operate differently. They create systems for measuring customer value and invest in the necessary enabling technology; they use design thinking methods to build cu...Starting at €8.20