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A Rock and a Hard Place: The Conundrum of Online Grocery after COVID
Laseter, Timothy M.; Lert, DevinCaso DARDEN-OM-1733-EServicios y operacionesIn the aftermath of the coronavirus pandemic, US retailers were scrambling to develop a sustainable business model for e-commerce grocery (e-Grocery). By 2021, many grocers were experimenting with different omnichannel strategies, but none had proven succDesde 8,20 €
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A Rock and a Hard Place: The Conundrum of Online Grocery after COVID
Laseter, Timothy M.; Lert, DevinCaso DARDEN-OM-1733Servicios y operacionesIn the aftermath of the coronavirus pandemic, US retailers were scrambling to develop a sustainable business model for e-commerce grocery (e-Grocery). By 2021, many grocers were experimenting with different omnichannel strategies, but none had proven successful. e-Grocery presented significant challenges for brick-and-mortar retailers, and in an industry characterized by thin margins and price-conscious consumers, grocers were struggling to achie...Desde 8,20 €
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Cooking.com
Laseter, Timothy M.; Rabinovich, Elliot; Ryan, MichaelCaso DARDEN-OM-1321-EServicios y operacionesThe president and founder of Cooking.com is examining the concept of cost-to-serve in her Internet retailing company. The need for continued sales growth, coupled with the necessity of keeping costs down, puts pressure on her to make sure that the company’s capacity-constrained fulfillment center carries products that offer the greatest profit potential, not just the highest gross margins. The company is already operating with a variety of fulfil...Desde 8,20 €
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Ecommerce Brands: Digital Scale
Laseter, Timothy M.; Thomas, Doug; Yemen, GerryCaso DARDEN-OM-1776Servicios y operacionesThis case uses Ecommerce Brands (ECB), an aggregator of online retailers focusing on the auto parts space, to prompt an analysis of the firm’s capabilities, scalability, and operations strategy. ECB was about to close on five online retailing brands ownedDesde 8,20 €
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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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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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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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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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One Goal, One Number: Accountability for Customer Relationships
Reichheld, FredCapítulo de Libro HBS-8167BC-EDirección estratégicaToo 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 ...Desde 8,20 €
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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 €