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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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Shenzhen Development Bank
Jin, Li; Xuan, Yuhai; Bai, X.B. (Xiao-Bing)Case HBS-210020-EFinanceWeijian Shan, Managing Partner of Newbridge Capital, faces a tough decision in regard to his firm's investment in Shenzhen Development Bank, China's fifteenth largest commercial bank. After signing a binding agreement to sell an effective controlling stake in SDB to Newbridge, the government-owned sellers and SDB reneged on the deal and dissolved the transitional management committee appointed by Newbridge. Weijian Shan and his deal team must wor...Starting at €8.20
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Formosa Plastics Group: Business Continuity Forever
Jin, Li; Fan, Joseph P.H.; Leung, Winnie S.C.Case HBS-210026-EFinanceTo maximize their effectiveness, color cases should be printed in color. Wang Yung-ching, legendary Taiwanese businessman and philanthropist, passed away in 2008. He left behind an estate worth US $5.5 billion, but did not leave a will. The case discusses the potential motivation for Wang, and uses it to study succession planning for family businesses.Starting at €8.20
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China Magic Going Home
Jin, Li; Yi, Zhihong; Jiang, JunCase HBS-211036-EFinanceThe largest Chinese energy company is thinking about a cross-listing back into the mainland stock exchange, after seeing the valuation of comparable companies on the so-called A share market sky-rocketing. We discuss the cause and the consequence of investor sentiment on the cross-listing decision of firms, and the responsibilities of corporate managers to maximize existing shareholder interests through catering to such investor sentiment.Starting at €8.20
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China Development Bank
Jin, Li; Preble, Matthew; Sesia, AldoCase HBS-212001-EFinanceIn May 2011, Chairman Chen Yuan of the China Development Bank (CDB) was thinking back on CDB's financing of a major project between Petroleo Brasileiro SA (Petrobras), Brazil's state-owned oil and gas producer and China Petroleum & Chemical Corporation (Sinopec), one of China's largest oil companies. Signed two years earlier, the deal was an oil-for-loan agreement in which Petrobras committed to a 10-year oil supply to Sinopec in exchange for a $...Starting at €8.20
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China's Financial Markets, 2007
Jin, Li; Huo, BingxingCase HBS-208147-EFinanceProvides an overview of capital markets in mainland China in 2007, evaluating the up-to-date performance of key components of the markets, highlighting concerns as China strives to modernize its financial system to meet global competition and support its fast growing economy.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