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Why Satisfaction Surveys Fail
Reichheld, FredCapítulo de Libro HBS-8177BC-EDirección estratégicaThis 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."Desde 8,20 €
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How to Get Unstuck
McGrath, Rita Gunther; MacMillan, Ian C.Artículo HBS-F0905A-ELiderazgo y Dirección de personasTwo professors who have studied how leaders regain momentum in uncertain times suggest four ways to get your employees to face their fear, outrun hesitant competitors, and seize advantage.Desde 8,20 €
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Design Winning Customer Strategies
Reichheld, FredCapítulo de Libro HBS-8173BC-EDirección estratégicaMeasuring 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."Desde 8,20 €
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Sustaining Discovery-Driven Growth
McGrath, Rita Gunther; MacMillan, Ian C.Capítulo de Libro HBS-3075BC-EThe challenge of introducing discovery-driven planning to an organization isn't met necessarily just because a critical mass of people are using a few of the tools. Certain structures and practices are necessary to support the process and to sustain a discovery-driven mindset. These are outlined here, as well as the critical tasks of the CEO and senior team in making growth a real priority. This chapter is excerpted from "Discovery-Driven Growth:...Desde 8,20 €
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Transient Advantage
McGrath, Rita GuntherArtículo HBS-R1306C-EDirección estratégicaFor decades, the business world has been fixated on achieving sustainable competitive advantage, a position within an industry that allows a company to best its rivals over the long term. Though we can all point to organizations that have succeeded with this approach--think GE and Unilever--in today's world, the edge of most companies doesn't last long. The forces at work here are familiar: the digital revolution, disappearing barriers to entry...Desde 8,20 €
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Bad Profits, Good Profits, and the Ultimate Question
Reichheld, FredCapítulo de Libro HBS-8185BC-EDirección estratégicaBad 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."Desde 8,20 €
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Learning to Live with Complexity
Sargut, Gokce; McGrath, Rita GuntherArtículo HBS-R1109C-EDirección estratégicaBusiness life has always featured the unpredictable, the surprising, and the unexpected. But in today's hyperconnected world, complexity is the norm. Systems that used to be separate are now intertwined and interdependent, and knowing the starting conditions is no guide to predicting outcomes; too many continuously changing interactive elements are in play. Managers looking to navigate these difficulties need to adopt new approaches. They shoul...Desde 8,20 €
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Designing Specific Growth Initiatives: A Discovery-Driven Approach
McGrath, Rita Gunther; MacMillan, Ian C.Capítulo de Libro HBS-3070BC-EOnce corporate leadership has defined what success should look like for the whole portfolio of new initiatives it will be pursuing, the next step is to flesh out discovery-driven plans for each of the major initiatives. This chapter shows you how to connect your growth strategy and internal processes to your specific strategic initiatives and provides an example of how to start a discovery-driven plan. This chapter is excerpted from "Discovery-Dr...Desde 8,20 €
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The Enterprise Story--Measuring What Matters
Reichheld, FredCapítulo de Libro HBS-8179BC-EDirección estratégicaThis 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."Desde 8,20 €
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Failing by Design
McGrath, Rita GuntherArtículo HBS-R1104E-ELiderazgo y Dirección de personasIt's hardly news that business leaders work in increasingly uncertain environments, where failures are bound to be more common than successes. Yet if you ask executives how well, on a scale of one to 10, their organizations learn from failure, you'll often get a sheepish "Two-or maybe three" in response. Such organizations are missing a big opportunity: Failure may be inevitable but, if managed well, can be very useful. A certain amount of failur...Desde 8,20 €