Publications
Publications
- November 2018 (Revised May 2019)
- HBS Case Collection
California Closets: Organizing the Customer Experience
By: Boris Groysberg and Annelena Lobb
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.)