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  • November 2018 (Revised May 2019)
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California Closets: Organizing the Customer Experience

By: Boris Groysberg and Annelena Lobb
  • Format:Print
  • | Language:English
  • | Pages:39
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Abstract

California Closets had used robust net promoter score (NPS) data, surveyed across its locations, to create a more consistent and satisfying customer experience. CEO Bill Barton wanted to further optimize the customer experience around best practices. He also wanted to attract newer customers, members of the millennial generation. How could Barton and California Closets leverage NPS to achieve these goals?

Keywords

Net Promoter Score; Customer Relationship Management; Customer Satisfaction; Customers; Acquisition; Demographics; Strategy

Citation

Groysberg, Boris, and Annelena Lobb. "California Closets: Organizing the Customer Experience." Harvard Business School Case 419-004, November 2018. (Revised May 2019.)
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About The Author

Boris Groysberg

Organizational Behavior
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Related Work

    • June 2019
    • Faculty Research

    California Closets: Organizing the Customer Experience

    By: Boris Groysberg and Aldo Sesia
    • September 2019
    • Faculty Research

    Fred Reichheld - Creator of Net Promoter Score

    By: Boris Groysberg
    • November 2019
    • Faculty Research

    California Closets - Bill Barton

    By: Boris Groysberg
    • November 2018 (Revised May 2019)
    • Faculty Research

    California Closets: Organizing the Customer Experience

    By: Boris Groysberg and Annelena Lobb
Related Work
  • California Closets: Organizing the Customer Experience By: Boris Groysberg and Aldo Sesia
  • Fred Reichheld - Creator of Net Promoter Score By: Boris Groysberg
  • California Closets - Bill Barton By: Boris Groysberg
  • California Closets: Organizing the Customer Experience By: Boris Groysberg and Annelena Lobb
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