IMD-5-0774 © 2011
Meehan, Sean
The C-case summarizes how the protagonist addressed the issues raised and synthesizes the pilot study customer feedback. It describes Lyons proceeded to execute NPS successfully across the entire organisation. Eventually, it provides an upgrade on Aggreko’s commercial functionality. Learning objectives: The C-case permits participants to understand how vital it is to address drivers of dissatisfaction that, unattended will sabotage brand and the customer experience.
It allows students to learn some intended ‘enhancers’ can truly be worth destroyers. It enables students to understand what the crucial drivers of this successful implementation have been – Metrical singularity; Executive Suite support; Simplicity; engagement; Universality; and immediacy.
Subjects: Customer satisfaction; Customer experience management; Net Promoter Score; NPS; Drivers of dissatisfaction; Business to business; B2B; Strategy implementation; Strategy execution
Settings: Global ; Power and temperature control solutions ; 2010 revenue GBP 1,230 million ; 2010
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