How to lose your star performer without losing customers, too

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Collection: Articles
Title: How to lose your star performer without losing customers, too / by Neeli Bendapudi and Robert P. Leone
Author: Bendapudi, Neeli
Notes: 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
Related records: En: Harvard business review. - Boston. - November 2001 ; p. 104-112
Materia / lugar / evento: Servicio al cliente Fidelización de clientes Satisfacción del cliente Infidelidad del empleado Valoración de activos Dirección de recursos humanos
Other authors: Leone, Robert P.
Secondary titles: Título: Harvard business review
Other categories: 922.3
Rights: In Copyright (InC): http://rightsstatements.org/vocab/InC/1.0/