HBSP (USA)
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Cerrar el ciclo de feedback del cliente
Markey, Rob; Reichheld, Fred; Dullweber, AndreasArticle HBS-R0912CService and Operations ManagementAl darse cuenta de que la retención de clientes es más importante que nunca, las empresas han incrementado sus esfuerzos para escuchar a los clientes. Sin embargo, muchos luchan para convertir sus resultados en las recetas prácticas para los empleados de cara al cliente. Algunas compañías están abordando ese desafío, dicen tres consultores de Bain & Company, mediante la creación de circuitos de retroalimentación que se inician en la primera línea...Starting at €8.20
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The Performance Frontier: Innovating for a Sustainable Strategy
Eccles, Robert G.; Serafeim, GeorgeArticle HBS-R1305B-EService and Operations ManagementToo often, companies launch sustainability programs with the hope that they'll be financially rewarded for doing good, even when those programs aren't relevant to their strategy and operations. They fail to understand the trade-offs between financial performance and performance on environmental, social, and governance (ESG) issues. Improving one typically comes at a cost to the other. But it doesn't have to be this way. It's possible to simultane...Starting at €8.20
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Closing the Customer Feedback Loop
Markey, Rob; Reichheld, Fred; Dullweber, AndreasArticle HBS-R0912C-EService and Operations ManagementRealizing 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...Starting at €8.20