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Develop a Community of Promoters--By Listening: Let Customers Show You How to Delight Them
Reichheld, FredCapítulo de Libro HBS-8169BC-EDirección estratégicaWhat does it take to convert more customers into promoters for your organization? This chapter suggests that you need to listen to your customers to find innovative ways to delight them, turning them into fans who will sing your praises to their friends and colleagues. This chapter was originally published as Chapter 9 of "The Ultimate Question: Driving Good Profits and True Growth."Desde 8,20 €
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Organize for the Long Journey: Understanding the Key Steps to Implementing the Net Promoter System--And Positioning Your Company to Thrive in a Customer-Driven World
Reichheld, Fred; Markey, RobCapítulo de Libro HBS-8590BC-EImplementing the Net Promoter system to make your company truly customer-centric--turning customer detractors into promoters and transforming your employees into company evangelists--is a long journey. Even Net Promoter veterans, such as Intuit, American Express, and Apple Retail, continue to discover new approaches and tactics that strengthen basic NPS tools. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and his Bain...Desde 8,20 €