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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
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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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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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Eden McCallum
Gardner, Heidi K.; Eccles, Robert G.Case HBS-409060-ELeadership and People ManagementThis case illustrates the leadership and management challenges of starting a new firm based on a new business model and how success creates pressures that challenge the work/life balance which was one of the original goals of its two founders. The case also raises issues about the changing nature of careers and changing preferences people have for structuring their personal and professional lives.Starting at €8.20
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The Overcommitted Organization
Mortensen, Mark; Gardner, Heidi K.Article HBS-R1705C-EBy assigning people to multiple teams at once, organizations can make more-efficient use of time and brainpower and do a better job of solving complex problems and sharing knowledge across groups. But competing priorities and other conflicts can make it hard for teams with overlapping membership to stay on track. Group cohesion often suffers, and people serving on several teams concurrently may experience burnout. Through extensive research and c...Starting at €8.20
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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
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Michael Clark at Regency Consulting Partners
Gardner, Heidi K.Case HBS-414040-ELeadership and People ManagementStarting at €8.20
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Crafting a Career Narrative for New Professionals
Gardner, Heidi K.; Zalisk, AdamCase HBS-413122-ELeadership and People ManagementThis note suggests an approach for developing an effective "career narrative" - a tool for packaging and sharing a professional's past achievements, long-term goals, and forward-looking needs through a compelling story. It focuses mostly on the ways junior professionals can leverage their career story, but also consider what role more senior mentors can - and should - play in cultivating and sharing juniors' career narratives.Starting at €8.20
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Bridgewater Associates (Multimedia Case), Teaching Plan
Polzer, Jeffrey T.; Gardner, Heidi K.Teaching Note HBS-413115-ETeaching Plan for 413702.Starting at €0.00
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GlaxoSmithKline: Sourcing Complex Professional Services, Supplementary Materials
Gardner, Heidi K.; Hodges Silverstein, SilviaCase HBS-414034-ELeadership and People ManagementStarting at €8.20