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Accessory Dwelling Units in California: The Roles of the Private and Public Sectors
Murphy, Daniel; Maiden, Stephen E.Case DARDEN-GEM-0198-EEconomicsThis case examines California’s housing crisis and the growing market for Accessory Dwelling Units (ADUs)—secondary housing units built on single-family primary residential lots—within the state. California housing was in high demand but limited supply, and prices were such that many lower- and middle-income people struggled to find affordable housing. As of 2021, the median price for a home in California topped $600,000, more than twice the nati...Starting at €8.20
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Open-Economy National Income Accounting and the IS/LM Model
Murphy, Daniel; Warnock, Francis E.Technical Note DARDEN-GEM-0128-EEconomicsWhen we introduce macroeconomic models, we assume that goods and services are exchanged within a single country but not across countries. This assumption is useful for understanding some of the primary determinants of output, inflation, and interest rates. In reality, however, economies trade with each other, and the presence of international markets has implications for national economies. In this note, we incorporate international markets to un...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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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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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
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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
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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
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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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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
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BE Oil - Teaching Note
Murphy, DanielTeaching Note DARDEN-GEM-0161TN-EEconomicsTeaching note for product GEM-0161Starting at €0.00