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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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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, RobCapítulo de Libro 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 ...Desde 8,20 €