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All HBS Web
(96)
- News (41)
- Research (43)
- Multimedia (6)
- Faculty Publications (13)
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- 16 Jun 2008
- Research & Ideas
Seven Tips for Managing Price Increases
discretionary. The key here is to educate the consumer, apologize for the uncontrollable price increases, give price-sensitive consumers some promotional options, and reemphasize product benefits.
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by John Quelch
- 02 Feb 2023
- Research & Ideas
Why We Still Need Twitter: How Social Media Holds Companies Accountable
also picked up by major news outlets, including The New York Times. “It actually got a real response from United Airlines,” says Pacelli, noting that the CEO publicly apologized for the incident and United later agreed to settle a lawsuit...
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- 31 Mar 2008
- HBS Case
JetBlue’s Valentine’s Day Crisis
to think there's more than just an accident happening here," Huckman remarks. "Now that you suspect this, how do you react as a manager? How do you restore confidence among your customers?" Neeleman apologized publicly to...
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- 07 Jul 2021
- Book
Good News for Disgraced Companies: You Can Regain Trust
actions. As a whole, are those impacts positive or negative? Ultimately, if a company is making a bad impact, however unintended, Sucher and Gupta say the public looks to a company to own up to the harm it has caused, starting with a willingness to apologize. And the...
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by Lane Lambert
- 20 Jan 2022
- Op-Ed
3 Steps to Help Companies Rebuild Trust During the Pandemic
found that the most effective apologies acknowledged responsibility, explained why the action happened, and offered to fix the damage. Be transparent with employees. Provide the context around why a decision was made, the alternatives...
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by Sandra J. Sucher and Shalene Gupta
- 04 Jan 2022
- What Do You Think?
Firing McDonald’s Easterbrook: What Could the Board Have Done Differently?
offender and hope that he would apologize and go quietly, sparing the company bad publicity in the long run. Perhaps investors, employees, and others would forget the entire matter. Alternatively, the company could fire for cause and...
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by James Heskett
- 19 Mar 2014
- Research & Ideas
A Brand Manager’s Guide to Losing Control
social media managers to monitor Twitter for complaints about their cable service and who reach out to disgruntled customers directly in real time. There's also the @ComcastCares Twitter feed, which regularly issues updates about—and View Details
- 30 Jun 2014
- Lessons from the Classroom
The Role of Emotions in Effective Negotiations
A Happier Ending In an "alternate ending" to the story, Kate apologizes for how the negotiation has gotten out of control, and asks if they can start over. She shares her own anxieties and frustrations about an important...
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- 04 Jun 2012
- Research & Ideas
The Business of Life
speak again with the help of Rosetta Stone English and his six-year-old granddaughter, but he still gets words mixed up once in a while, and apologizes often for speaking slowly. Three years after his cancer diagnosis, he's still...
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by Carmen Nobel
- 30 Nov 2016
- What Do You Think?
How Do Leaders Manage the Tension Between Pride and Arrogance?
consequences when organizations cross the line between pride and arrogance can be substantial. Just ask leaders like the erstwhile CEO of Lululemon—a company with a well-timed dedication to fitness with employees fanatical about its mission—who forgot this when he...
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by James Heskett
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
sales productivity is not only about profit maximization and shareholder value—which, by the way, I don't think a CEO or Harvard Business School needs to apologize for—it also affects growth, civic discourse, and the lives of millions of...
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by Kristen Senz
- 24 Sep 2013
- First Look
First Look: September 24
portfolios. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=45597 August 2013 Social Psychological & Personality Science I'm Sorry About the Rain! Superfluous Apologies Demonstrate Empathic Concern and Increase Trust...
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Sean Silverthorne
- 27 Aug 2007
- Op-Ed
Mattel: Getting a Toy Recall Right
design flaws in the toys with the magnets that could come loose. But Mattel deserves praise for now stepping up to its responsibilities as the leading brand in the toy industry. What has Mattel done right? The CEO has taken personal charge of the situation. He has...
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- 07 Nov 2007
- Op-Ed
How Marketing Hype Hurt Boeing and Apple
damage to Apple brand equity among its core customers. After heavy blogging complaints about Apple exploiting its loyal followers, Steve Jobs had to apologize publicly (after a curt "That's technology" response fueled the fire)...
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- 27 May 2008
- Sharpening Your Skills
Sharpening Your Skills: Thinking About Global
balkanized bureaucracy, and deteriorating market share, financial performance, and stock price. There are five characteristics that all top global brands have in common. How Should I Think About Strategy In A (not So) Flat World? Businesses Beware: The World Is Not...
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- 04 May 2016
- What Do You Think?
What Does Boaty McBoatface Tell Us About Brand Control on the Internet?
proposed a name, Boaty McBoatface. The name immediately zoomed into the lead on the Internet, perhaps supported by adolescents (and their parents) who had grown up playing with toys like Thomas, the friendly locomotive. (Hand later View Details
- 02 Jan 2008
- Research & Ideas
Most Popular Stories 2007
Flat With apologies to Thomas Friedman, managers who believe the hype of a flat world do so at their own risk, says HBS professor Pankaj Ghemawat. National borders still matter a lot for business strategists. While identifying...
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by Sean Silverthorne
- 07 Jun 2017
- Research & Ideas
How an African History Scholar Became a Modern Righter of Wrongs
settlement and formally apologizes on behalf of the British government, June 2013 Shortly thereafter, John Hart, the movie producer behind Boys Don’t Cry and Revolutionary Road, bought the rights to develop a film based on Imperial...
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by Carmen Nobel
- 23 Jan 2012
- Research & Ideas
Break Your Addiction to Service Heroes
again, no one apologizes for this-is that patients can't choose their caregivers. They will get a Mayo Clinic diagnosis, and they will get it quickly, but it may not be a diagnosis from a specific, renowned doctor X. The system has been...
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- 27 Feb 2018
- First Look
First Look at New Research and Ideas, February 27, 2018
about when to use soft versus hard negotiation approaches, two of the notable lessons that arise are (i) the role of apologies after misusing power and (ii) how even “using one’s power for good” can translate into paternalistic outcomes....
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Sean Silverthorne