Centro de Documentacion de Fundación MAPFRE - How to lose your star performer without losing customers, too

MAP20071502322

How to lose your star performer without losing customers, too / by Neeli Bendapudi and Robert P. Leone

Sumario: When you lose a star performer who has built up strong customer relationships, something else is at stake: The star's customers may also walk out the door. In a study the authors asked customers how they felt and discovered three main concerns. First, customers can become attached to a particular key contact employee, and if that person leaves, they wonder whether service will suffer. Second, customers fear that a replacement won't be as good as the employee who left. Third, customers want information about the changeover and how you will manage the transition. In the article, the authors also include a scorecard to rate your company on how well you are protecting customer relationships when employee turnover occurs

En: Harvard business review. - Boston. - November 2001 ; p. 104-112

1. Servicio al cliente . 2. Fidelización de clientes . 3. Satisfacción del cliente . 4. Infidelidad del empleado . 5. Valoración de activos . 6. Dirección de recursos humanos . I. Leone, Robert P. . II. Título. III. Título: Harvard business review.