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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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Why Employees Are Afraid to Speak
Detert, James R.; Edmondson, Amy C.Artículo HBS-F0705B-ELiderazgo y Dirección de personasIn a word--self-preservation. And they're just as afraid to share innovative ideas as to blow the whistle.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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Cultivating Everyday Courage
Detert, James R.Artículo HBS-R1806K-EIn many stories we hear about workplace courage, the people who fight for positive change end up ostracized or lose their jobs. Most acts of courage don't come from whistle-blowers or organizational martyrs, however. They come from respected insiders at all levels who take action because they believe it's the right thing to do. And when they manage the process well, they don't necessarily pay a high price; indeed, they may see their status rise. ...Desde 8,20 €
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Debunking Four Myths About Employee Silence
Detert, James R.; Burris, Ethan R.; Harrison, David A.Artículo HBS-F1006B-ELiderazgo y Dirección de personasThe most common reason workers aren't frank with you isn't fear of retribution. It's a sense of futility.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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Get the Boss to Buy In
Ashford, Susan J.; Detert, James R.Artículo HBS-R1501E-EFor organizations to prosper, managers in the middle ranks must feel empowered to identify and promote the need for change. People at this level gather valuable intelligence from direct contact with customers, suppliers, and colleagues; they can often see when the market is ripe for a certain offering, for instance, or spot signs that a partnership won't work. But for many reasons, ranging from a fear of negative consequences to compliance with...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 €