IMD-5-0773 © 2011
Meehan, Sean
The B case illustrate Lyons’ response to the executive teams’ dilemmas. Backing off full scale implementation for now, Lyons proceeds with some pilot studies. The case reports customer responses from one of the pilot studies.
Learning objectives: By supplying in-depth data including customer verbatims that are extensive, the B case puts pupils in the shoes of a senior supervisor interpreting the results of a customer satisfaction survey. A secondary objective is to permit a more detailed discussion of data collection protocols and questionnaire design.
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 ; 2005
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