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Bad Profits, Good Profits, and the Ultimate Question: How "Net Promoter" Companies Thrive in a Customer-Driven World
Reichheld, Fred; Markey, RobBook Chapter HBS-8574BC-EIn today's Web-savvy world, where negative word of mouth is instantly broadcast over a global PA system, companies are trying to stay competitive by focusing more closely on their customers. They want to attract the most talented employees, too, so they know they need to be mission driven. But despite all the effort managers everywhere have put into these twin tasks--focusing on customers and inspiring employees--there hasn't been much progress. ...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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Nasty Gals Do It Better
Collis, David J.; Chang, Diane; Shaffer, Matthew; Hartman, AshleyCase HBS-715412-EStrategyIn 2006, Sophia Amoruso started Nasty Gal, an eBay boutique selling vintage clothes. With a strong sense of style and personality, Amoruso poured herself into building the brand and developing relationships with her customers - typically the slightly edgy 18-24 year old. The company had grown since that time into a multi-category retailer, expanding into third party clothing, accessories and its own private label. Its explosive growth was one of ...Starting at €8.20
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EnClean: relato de Malcolm Waddell (A)
Collis, David J.; Johnson, ElizabethCase HBS-706S17StrategyEste caso se acompaña de un breve vídeo que se puede mostrar en clase o incluido en un Coursepack digital. Los instructores deben considerar el momento de hacer el video disponibles para los estudiantes, ya que puede revelar detalles clave de caso. Describe, en palabras de su cofundador, la historia de EnClean, una compañía de servicios ambientales industrial y, desde sus orígenes en el año 1984. La empresa creció rápidamente y diversificado en n...Starting at €8.20
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The Walt Disney Company and Pixar Inc.: To Acquire or Not to Acquire? An Update
Alcacer, Juan; Collis, David J.; Furey, MaryCase HBS-709489-EStrategyThis four-page update to the case, "The Walt Disney Company and Pixar Inc.: To Acquire or Not to Acquire?" details the Walt Disney Company's acquisition of Pixar, including deal terms, executive appointments, and operating guidelines for the two studios.Starting at €8.20
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Reawakening the Magic: Bob Iger and the Walt Disney Company
Collis, David J.; Hartman, AshleyCase HBS-717483-EStrategyMickey Mouse, Snow White, and Buzz Lightyear strolled down Main Street at the grand opening of Hong Kong Disney in the Fall of 2005, pausing to snap selfies with enthusiastic children in their Mickey Mouse ears. Bob Iger, newly appointed CEO of The Walt Disney Company proudly watched the parade go by, but concerned for the future of the global corporation, he turned to colleagues and asked, "How many characters in this parade were created by Disn...Starting at €8.20
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SoulCycle
Collis, David J.; Van Den Steen, Eric; Hartman, AshleyCase HBS-717454-EStrategyCo-founders Julie Rice and Elizabeth Cutler have grown SoulCycle from a business idea in 2006 to a major presence among urban boutique fitness studios in 2015. In March 2015, fitness company Equinox approaches them with an offer to buy them out. Evaluating the offer requires an assessment of market or industry attractiveness and of SoulCycle's (potential) competitive advantage.Starting at €8.20
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Cree, Inc.: An Update
Collis, David J.; Furey, MaryCase HBS-711491-EStrategyAn update to "Cree Inc.: Which Bright Future?"Starting at €8.20
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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
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Silver Lake , Teaching Note
Collis, David J.Teaching Note HBS-713448-EStrategyTeaching Note for 711420Starting at €0.00