This website uses technical, customisation and analytical cookies, both first-party and third-party, to anonymously facilitate browsing and analyse statistics on use of the website. Learn more
Search results
-
Miracle Life, Inc. (Spanish version)
Cohen, Lauren H.; Malloy, Christopher J.Case HBS-218S08FinanceMilagro La vida es una empresa con una configuración única y la estructura organizativa. En concreto, se trata de una empresa de marketing de red (también conocido como marketing multinivel (MLM) empresa), que utiliza una gran base de distribuidores, y depende de esta base de distribuidores individuales para vender sus productos, dando incentivos explícitos para estos distribuidores individuales a la vez vender sus productos e inscribirse otros d...Starting at €8.20
-
Why Satisfaction Surveys Fail
Reichheld, FredBook Chapter HBS-8177BC-EStrategyThis chapter looks at why you cannot build an effective customer-feedback system based on the shaky foundation of current satisfaction-survey methods and practices. This chapter was originally published as Chapter 5 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
-
Design Winning Customer Strategies
Reichheld, FredBook Chapter HBS-8173BC-EStrategyMeasuring customers' feelings about your organization alone isn't sufficient. Just as you plan how to raise your profits, you must plan how to increase the number of customers who will act as promoters for your organization rather than detractors. This chapter examines how companies have designed winning customer strategies. This chapter was originally published as Chapter 7 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
-
The Power of Alumni Networks
Cohen, Lauren H.; Malloy, Christopher J.Article HBS-F1010D-ELeadership and People ManagementAfter analyzing more than 15 years' worth of investment data, the authors have found one way that information gets around and improves investing performance: through alumni networks.Starting at €8.20
-
Wall Street Doesn't Understand Innovation
Malloy, Christopher J.Article HBS-F1212D-EThough innovation is critical to a company's growth, investors don't seem to factor companies' strength or weakness at R&D into decisions to buy stock.Starting at €8.20
-
Bad Profits, Good Profits, and the Ultimate Question
Reichheld, FredBook Chapter HBS-8185BC-EStrategyBad profits choke off a company's best opportunities for true growth, they endanger its reputation, and alienate customers and demoralize employees. This chapter shows companies how to tell the difference between good and bad profits and asks the ultimate question that will determine the future of your business. This chapter was originally published as Chapter 1 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
-
The Enterprise Story--Measuring What Matters
Reichheld, FredBook Chapter HBS-8179BC-EStrategyThis chapter looks at the case of Enterprise Rent-A-Car, examining the company's quest to tie measurement into action and to increase the number of customer promoters and reduce the number of detractors to improve the overall business. This chapter was originally published as Chapter 4 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
-
One Goal, One Number: Accountability for Customer Relationships
Reichheld, FredBook Chapter HBS-8167BC-EStrategyToo many managers have come to believe that increasing shareholder value requires exploiting customer relationships. This chapter discusses why this approach is no longer acceptable and suggests that a trustworthy customer feedback process is necessary to allow free markets to reward organizations that practice Golden Rule behavior and punish those that don't. This chapter was originally published as Chapter 10 of "The Ultimate Question: Driving ...Starting at €8.20
-
Closing the Customer Feedback Loop
Markey, Rob; Reichheld, Fred; Dullweber, AndreasArticle HBS-R0912C-EService and Operations ManagementRealizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that challenge, say three Bain & Company consultants, by creating feedback loops that start at the front line. They forgo elaborate, centralized feedback mechanisms in favor of quickly pollin...Starting at €8.20
-
The Measure of Success: Better Metrics for Customer Satisfaction
Reichheld, FredBook Chapter HBS-8183BC-EStrategyConventional customer satisfaction measures have proven inaccurate predictors of actual customer behavior or a company's growth. This chapter recounts the author's development and implementation of a better metric for determining what customers think and feel about the companies they do business with, known as a Net Promoter Score (NPS). This chapter was originally published as Chapter 2 of "The Ultimate Question: Driving Good Profits and True Gr...Starting at €8.20