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.
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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
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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
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