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Mapping Your Competitive Position (Spanish version)
D'Aveni, Richard A.Article HBS-R0711GStrategyto locate unoccupied or less-crowded spaces in highly competitive markets, for instance, or to identify opportunities created through changes in the relationship between the primary benefit and prices. The maps even allow companies to anticipate--and counter--rivals' strategies.Starting at €8.20
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Stop Trying to Delight Your Customers (Spanish version)
Dixon, Matthew; Freeman, Karen; Toman, NicholasArticle HBS-R1007LReduce the need for repeat calls by anticipating and dealing with related downstream issues; arm reps to address the emotional side of customer interactions; minimize the need for customers to switch service channels; elicit and use feedback from disgruntled or struggling customers; and focus on problem solving, not speed. The authors also introduce the Customer Effort Score and show that it is a better predictor of loyalty than customer satisfa...Starting at €8.20