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
-
Close the Loop with Customers: Why NPS-Generated Customer Feedback--And Your Response to It--Must Be Hardwired into Your Company's Daily Operations
Reichheld, Fred; Markey, RobBook Chapter HBS-8585BC-EMost companies today see the need to become more customer focused. The Net Promoter system--which reliably links customers' attitudes to their behavior--offers a broad set of tools and techniques to help accomplish this goal. Among the most powerful Net Promoter tools is closing the loop. Whether it's thanking customers for their feedback, probing for the root causes of their dissatisfaction, or taking follow-up action, closing the loop allows yo...Starting at €8.20
-
Deliver--Building an Organization That Creates Promoters: Winning Over Customers Day After Day
Reichheld, FredBook Chapter HBS-8171BC-EStrategyThe battle to convert customers into promoters for the organization can be won only if frontline employees are promoters themselves. This chapter looks at the strategies implemented by companies to win over customers on a daily basis. This chapter was originally published as Chapter 8 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
-
The Road Ahead: Getting Results with the Net Promoter System--Adapting NPS to Meet the Future Challenges of a Customer-Driven World
Reichheld, Fred; Markey, RobBook Chapter HBS-8591BC-EThe notion that customer loyalty can be summarized and quantified in the response to one question ("How likely is it that you would recommend us to a friend or colleague?") can be threatening to market research departments, survey vendors, managers, and others both inside and outside your organization who have learned to play the game in the current system. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and his Bain co...Starting at €8.20
-
Economics and Inspiration: The Dual Imperatives--Why Successful Implementation of the Net Promoter System for Managing Customer Loyalty Requires a Two-Pronged Approach
Reichheld, Fred; Markey, RobBook Chapter HBS-8584BC-EThe Net Promoter system of measuring customer loyalty rests firmly on two distinct pillars. One pillar is economic: Net Promoter makes it possible to invest in customer loyalty and to calculate the return on that investment. And this means that your company's CFO and finance department must be on board. The other pillar is inspirational: Most employees want to do the right thing by customers; to affect their lives in a positive way. Net Promoter ...Starting at €8.20
-
Organize for the Long Journey: Understanding the Key Steps to Implementing the Net Promoter System--And Positioning Your Company to Thrive in a Customer-Driven World
Reichheld, Fred; Markey, RobBook Chapter HBS-8590BC-EImplementing the Net Promoter system to make your company truly customer-centric--turning customer detractors into promoters and transforming your employees into company evangelists--is a long journey. Even Net Promoter veterans, such as Intuit, American Express, and Apple Retail, continue to discover new approaches and tactics that strengthen basic NPS tools. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and his Bain...Starting at €8.20
-
The Rules of Measurement: Understanding the Fundamentals of the Net Promoter Score (NPS)--And How It Can Help Your Company Thrive in a Customer-Driven World
Reichheld, Fred; Markey, RobBook Chapter HBS-8582BC-ETo stay competitive in today's interconnected, customer-driven world, your company must measure and manage customer feedback as rigorously as it currently measures and manages profits. It isn't easy! The Net Promoter system may be simple in concept, but building a reliable scoring process for evaluating the opinions of your customers is hard work. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and his Bain colleague Ro...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
-
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
-
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
-
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