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Case
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Reference no. IMD-5-0774
Subject category: Marketing
Authors: Sean A Meehan
Published by: International Institute for Management Development (IMD)
Originally published in: 2011
Version: 18.06.2011

Abstract

This is part of a case series. 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 objectives: 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.
Location:
Size:
2010 revenue GBP1,230 million
Other setting(s):
2010

About

Abstract

This is part of a case series. 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 objectives: 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.

Settings

Location:
Size:
2010 revenue GBP1,230 million
Other setting(s):
2010

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