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Zappos.com 2009: Clothing, Customer Service, and Company Culture
Frei, Frances X.; Ely, Robin J.; Winig, LauraCaso HBS-610015-EServicios y operacionesOn July 17, 2009, Zappos.com, a privately-held online retailer of shoes, clothing, and other soft-line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its Board of Directors' approval to offer to merge the two companies. Amazon had been courting Zappos since 2005, hoping a merger would enable Amazon to expand and strengthen its market share in soft-line retail categories. While Amazon's interest in...Desde 8,20 €
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Clothing, Customer Service, and Company Culture (Spanish version)
Frei, Frances X.; Ely, Robin J.; Winig, LauraCaso HBS-612S15On July 17, 2009, Zappos.com, a privately-held online retailer of shoes, clothing, and other soft-line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its Board of Directors' approval to offer to merge the two companies. Amazon had been courting Zappos since 2005, hoping a merger would enable Amazon to expand and strengthen its market share in soft-line retail categories. While Amazon's interest in...Desde 8,20 €
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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, RobCapítulo de Libro 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...Desde 8,20 €
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How NPS Drives Profitable Growth: The Economic Payoff of High-Quality Customer Relationships--And the Net Promoter System
Reichheld, Fred; Markey, RobCapítulo de Libro 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...Desde 8,20 €
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Bad Profits, Good Profits, and the Ultimate Question: How "Net Promoter" Companies Thrive in a Customer-Driven World
Reichheld, Fred; Markey, RobCapítulo de Libro 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. ...Desde 8,20 €