Customer Focus - Publications - Faculty & Research

01 Sep 2013
News

A Focus on You

To sweeten the deal, we have something big to offer in exchange. Beginning this month, HBS is launching a brand-new Alumni website, featuring personalized content delivery (based on your profession and unique interests), customized events... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services; Publishing Industries (except Internet); Information; News, Library, Internet, and Other Services; Information

23 May 2012
News

Start-Up Customer Service 101

19 Feb 2019
News

Unlocking the Customer Value Chain

01 Jun 1997
News

HBS Cyberposium Brings Online Future into Focus

Future of Retailing." Participants reported success in leveraging advanced technology to reach more customers and provide better service. Tuck Rickards (MBA '91), CEO of Virtual Emporium, an online shopping company, predicted that "in the... View Details

Keywords: Meg Gardner

06 Nov 2017
News

Smart Leaders Focus on Execution First and Strategy Second

01 Jul 2002
News

Mismanagement of Customer Loyalty

Keywords: Werner Reinartz, V. Kumar

01 Sep 2008
News

Stanford Lets Students Customize

Analytical Thinking. Students also get one-on-one advice from senior faculty who help them customize a plan of study. Customization is a cornerstone of the new program, which permits students to tailor their... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services

01 Oct 1997
News

After 27 Years at HBS, Shapiro Shifts Professional Focus

Publications, director of Research, head of the required MBA Marketing course, and faculty chair of Strategic Marketing Management. Shapiro is the author, coauthor, or editor of fourteen books, among them Seeking Customers and Keeping... View Details

12 Jan 2023
News

10 Ways to Boost Customer Satisfaction

06 Jun 2016
News

Know the Job Your Product Was Hired for (with Help from Customer Selfies)

16 Jun 2020
News

Your Customers Have Changed. Here's How to Engage Them Again.

01 Dec 2011
News

At Your Service

Frei and Morriss: No heroics, please—partner with customers to make strategic service choices instead of trying to be the best at everything. In their new book, Uncommon Service: How to Win by Putting View Details

Keywords: Deborah Blagg; customer service; Hospitals; Health, Social Assistance; Computer and Electronic Product Manufacturing; Manufacturing; Management, Scientific, and Technical Consulting Services; Professional Services; Air Transportation; Transportation

22 May 2014
News

For Website Personalization, Simple Is the New Sexy

Keywords: web analytics; customer data; web personalization

25 Jun 2024
News

On the Move: Alexis DePree (MBA 2007)

When Nordstrom announced the promotion of Alexis DePree (MBA 2007) to COO in early June, media outlets noted DePree’s expanded, end-to-end role in managing operations and customer experience in an increasingly complex retail environment. DePree joined Nordstrom in... View Details

Keywords: retail; customer service; supply chain management; career experience; Retail Trade