Case Study

Aggreko (C): Update

7 pages
June 2011
Reference: IMD-5-0774

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.

Learning Objective

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.

Keywords
Customer Satisfaction, Customer Experience Management, Net Promoter Score, Dissatisfaction Driver, Business to Business, Strategy Implementation, Strategy Execution, Marketing
Settings
World/global
2010
Type
Field Research
Copyright
© 2011
Available Languages
English
Related material
Video
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This case study is part of a series
  • Aggreko (A): Measuring customer satisfaction with Net Promoter Score
  • Aggreko (B): Net promoter score implementation
  • Aggreko (C): Update
This case study is part of a series
  • Aggreko (A): Measuring customer satisfaction with Net Promoter Score
  • Aggreko (B): Net promoter score implementation
  • Aggreko (C): Update
Discover our latest research
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Aggreko (A): Measuring customer satisfaction with Net Promoter Score
By Seán Meehan
Case reference: IMD-5-0772 ©2011
Summary
By the end of 2004, Aggreko was on the move. The new CEO revealed a new strategy which led to a commitment to further enhance the company’s custome...
Reference IMD-5-0772
Copyright ©2011
Copyright owner IMD Copyright
Available Languages English
Contact

Research Information & Knowledge Hub for additional information on IMD publications

Aggreko (B): Net promoter score implementation
By Seán Meehan
Case reference: IMD-5-0773 ©2011
Summary
The B case describes Lyons’ reaction to the executive teams’ issues. Backing off full scale implementation for the moment, Lyons proceeds with some...
Reference IMD-5-0773
Copyright ©2011
Copyright owner IMD Copyright
Available Languages English
Contact

Research Information & Knowledge Hub for additional information on IMD publications