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Deliver--Building an Organization That Creates Promoters: Winning Over Customers Day After Day
Reichheld, FredCapítulo de Libro HBS-8171BC-EDirección estratégicaThe 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."Desde 8,20 €
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Advanced Medical Technology Corporation (Spanish Version)
Piper, Thomas R.; Rogers, Steven S.Caso HBS-210S02FinanzasUn oficial de préstamo debe decidir si prestar $ 8 millones a una compañía de alta tecnología en rápido crecimiento. La compañía ha tenido una serie de relaciones con los otros tres bancos. Los informes de los oficiales de crédito en estos bancos son preguntas mixtas y elevar en cuanto a la facilidad con la que una relación procedería. La totalidad de los temas debe ser considerado en la evaluación de la solvencia (carácter, garantía, capacidad, ...Desde 8,20 €
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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, RobCapítulo de Libro 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...Desde 8,20 €
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Doug Cook: Feldco Window Company (B)
Rogers, Steven S.; Bookman, DobbinCaso HBS-316045-EDesde 5,74 €
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United Housing - Otis Gates, Teaching Note
Rogers, Steven S.; Cook, MercerNota del Instructor HBS-317060-EIniciativa emprendedoraTeaching note for case 317059.Desde 0,00 €
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Omar Simmons: Franchising and Private Equity, Teaching Note
Rogers, Steven S.; Haywoode, AlyssaNota del Instructor HBS-318056-EIniciativa emprendedoraTeaching note for case 318055.Desde 0,00 €
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Ebony Magazine, Teaching Note
Rogers, Steven S.; Flowers, GeorgeNota del Instructor HBS-318006-EIniciativa emprendedoraTeaching note for case 317043.Desde 0,00 €
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Closing the Customer Feedback Loop
Markey, Rob; Reichheld, Fred; Dullweber, AndreasArtículo HBS-R0912C-EServicios y operacionesRealizing 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...Desde 8,20 €