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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Resilience in a Hotter World
Winston, AndrewArticle HBS-R1404C-EService and Operations ManagementAs the planet warms, storms and floods are becoming wilder--killing thousands, disrupting supply chains and power grids, and causing billions of dollars in damage. Meanwhile, supplies of all kinds of resources are dwindling, and demand is rising. These two megachallenges--extreme weather and resource scarcity--could have an unprecedented impact on corporate profits and global prosperity, warns Winston. To manage these threats, companies must do w...Starting at €8.20
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Energy Strategy for the C-Suite
Winston, Andrew; Favaloro, George; Healy, TimArticle HBS-R1701L-EService and Operations ManagementLarge companies spend millions, or billions, of dollars directly on energy each year--and millions more indirectly, on supply chain, outsourcing, and logistics costs. Yet outside the most energy-intensive industries, the majority of firms approach energy as merely a cost to be managed. This is a strategic mistake that overlooks enormous opportunities to reduce risk, improve resilience, and create new value. Today energy is climbing up the corpora...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