Aggreko (B): Net promoter score implementation
The B case describes Lyons’ reaction to the executive teams’ issues. Backing off full scale implementation for the moment, Lyons proceeds with some pilot studies. The case reports customer feedback from one of the pilot studies.
By providing detailed data including extensive customer verbatims, the B case puts students in the shoes of a senior manager interpreting the results of a customer satisfaction survey. A secondary objective is to allow a more detailed discussion of questionnaire design and data collection protocols.
2005
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
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
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...
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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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in Harvard Business Review March-April 2024, vol. 102, issue 2, pp. 80-87
Research Information & Knowledge Hub for additional information on IMD publications
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