The C case synthesizes the pilot study customer feedback and summarizes how the protagonist addressed the issues raised. It describes how Lyons proceeded to implement NPS successfully across the whole organisation. Finally, it provides an update on Aggreko’s commercial performance.
The C case allows participants to appreciate how critical it is to address drivers of dissatisfaction that, unattended will undermine the customer experience and brand. It allows students to learn how some intended ‘enhancers’ can actually be value destroyers. It allows students to understand what the critical drivers of this successful implementation have been – Executive Suite support; Metric singularity; Simplicity; engagement; Universality; and immediacy.
2010
Cranfield University
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Harvard Business School Publishing
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NUCB Business School
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- Aggreko (A): Measuring customer satisfaction with Net Promoter Score
- Aggreko (B): Net promoter score implementation
- Aggreko (C): Update
- Aggreko (A): Measuring customer satisfaction with Net Promoter Score
- Aggreko (B): Net promoter score implementation
- Aggreko (C): Update
Research Information & Knowledge Hub for additional information on IMD publications
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The case study delves into strategic transformation and leadership transitions at Unilever since 2009. Unilever has been an industry leader of business sustainability. Paul Polman was a pioneer who introduced the idea that, by addressing social an...
Many companies overestimate customers’ appetite for sustainable products, flooding the market with offerings that don’t sell. The reality is, social and environmental benefits have less impact on purchasing decisions than basic product attributes ...
The case explores the efforts of Hamilton Mann, Group VP, Global Digital Marketing & Digital Transformation at Thales, to build a sales enablement platform as part of Thales’ larger digital transformation. “ContentFlix” aimed to be a one-stop sale...
in I by IMD 17 October 2024
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in I by IMD
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Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
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in Harvard Business Review March-April 2024, vol. 102, issue 2, pp. 80-87
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications