Customer Centric Initiative - Publications - Faculty & Research

01 Jan 2005
News

Joseph J. O'Donnell, MBA 1971

programs. However, when the first of his three children, Joey, was born with cystic fibrosis in 1974, O'Donnell knew he would soon have to move into the private sector. The initial medical bill alone, after all, was for $32,000. By 1976,... View Details

01 Oct 2014
What Do You Think?

Is Too Much Focus a Problem?

he continued, businesses can be 'raced' by drivers whose peripheral vision has failed. "They could see the clear track ahead of them as they initially led their markets but failed to notice the competitor coming up on the inside... View Details

Keywords: by James Heskett

March 2024
Case

Nomad: A License to Bank

By: Paul A. Gompers and Pedro Levindo

In late 2023, Lucas Vargas, CEO and co-founder of Nomad, a fintech that offered financial services in the United States for Brazilian residents, had to decide what to do to ensure the company’s continued expansion. Nomad launched its first product, a U.S. digital bank... View Details

Citation

Educators

Web

Technology & Operations Management Awards & Honors - Faculty & Research

Customers and Your Customers Visible to Employees" (March–April 2019). Ryan W. Buell : Winner of the 2019 Wickham Skinner Early-Career Research Accomplishments Award from the Production and Operations... View Details

12 Jun 2018
First Look

New Research and Ideas, June 12, 2018

changes in stockouts or rebalances. We observe no evidence of learning or fatigue. Agent-level heterogeneity in the treatment effects shows that the agents who handle substantially more customer deposits than withdrawals benefit most from... View Details

Keywords: Dina Gerdeman

Web

HBS - The year in Review

core activities of teaching, research, and disseminating ideas. Faculty and students alike embraced the custom technology that enabled teaching and learning both in the classroom and remotely. They were supported by hundreds of frontline... View Details

13 Sep 2010
Research & Ideas

The Consumer Appeal of Underdog Branding

Snapple forged its initial popularity with underdog narratives and "got its juice back" by reintroducing stories about its quirky founders and its underdog spokesperson, Wendy. Nantucket Nectars' label portrays the story of the... View Details

Keywords: by Martha Lagace

07 Jun 2021
Book

9 Tips from an Expert Fundraiser: Help Donors 'Invest in Their Passion'

requested at the time of the initial gift in terms of the types of solicitation processes that the donor would be receptive to was adhered to for many years. However, time and circumstances ultimately changed the preferences of both the... View Details

Keywords: by Danielle Kost

26 Jun 2018
First Look

New Research and Ideas, June 26, 2018

sellers' product spaces. We find evidence consistent with the former explanation: the likelihood of Amazon's entry is positively correlated with the popularity and customer ratings of third-party sellers' products. We also find that... View Details

Keywords: Dina Gerdeman

01 Oct 1997
News

Graduate's Gift Honors HBS Friend

business, community development, and philanthropic activities, recalled their early days as students at HBS. Initially leery of the gregarious Anderson, de Rothschild said that he soon became fascinated by his stories about starting... View Details

Keywords: Nancy O. Perry

18 Dec 2012
First Look

First Look: December 18

Quarterly (forthcoming) Abstract Socialization theory has focused on enculturating new employees such that they develop pride in their new organization and internalize its values. Drawing on authenticity research, we propose that the View Details

Keywords: Carmen Nobel

01 Sep 2006
What Do You Think?

Are We Ready for Self-Management?

in how their jobs affect the customer in how their jobs can be improved in getting work done more effectively is most definitely welcome." Birgi Martin said, "I think self-management is needed at all levels of staff."... View Details

Keywords: by James Heskett

10 Sep 2020
Research & Ideas

The COVID Two-Step for Leaders: Protect and Pivot

restrictions on the public will be lifted, how customers will behave in the aftermath, and how the once-familiar environments in which your company operated will have been impacted for the long-term, if not permanently. As a result, it is... View Details

Keywords: by Boris Groysberg and Katherine Connolly Baden

05 Mar 2012
Research & Ideas

Is JC Penney’s Makeover the Future of Retailing?

offering items at a high initial price and then marking them down weeks later "insulting." He also eliminated coupons, something Macy's did in 2007, only to reverse the decision after unhappy customers... View Details

Keywords: by Kim Girard; Retail

04 Feb 2022
Blog Post

Learning from the Entrepreneurs-in-Residence as a Harvard MS/MBA Student

leadership team and broader organization. At Birchbox Katia has adopted the concept of conscious leadership which she defined as: always being forthcoming with your feelings about a situation before diving into the details. In practice, members are encouraged to start... View Details

21 Jan 2022
Blog Post

Tipping Point: Investing in the Women of Kenya’s Coffee Farms

the industry run. Each brightly colored bag of Kahawa 1893 features a prominent QR code that allows purchasers to give to the women behind the beans. “People have been very receptive to the idea,” says Nyamumbo. “Customers tip at restaurants, and they tip their Uber... View Details

10 Jan 2012
First Look

First Look: January 10

forecasted probability of future funding by funding more innovative ideas. We propose that extremely novel technologies may need 'hot' financial markets to get through the initial period of discovery or diffusion. Download the paper:... View Details

Keywords: Sean Silverthorne

11 Apr 2011
Lessons from the Classroom

Teaching a ‘Lean Startup’ Strategy

course, Eisenmann teaches cases on cloud storage company Dropbox and the social search service Aardvark. Both firms' founders were early practitioners of the lean startup method. The Dropbox team initially announced a bare-bones version... View Details

Keywords: by Carmen Nobel; Technology; Computer

01 Mar 2023
News

Step Change

City to work for the Egyptian-American Enterprise Fund (EAEF), a $300 million investment initiative focused on strengthening Egypt’s private sector. On a trip to Cairo to renew her work visa, she met entrepreneur Tayssir Hawary; they were... View Details

Keywords: Julia Hanna; photographed by Abdelrahman Gabr – Koree; entrepreneurship; women; venture capital; Egypt; developing economies; Finance

26 Jun 2017
Research & Ideas

How Cellophane Changed the Way We Shop for Food

1933. E.I. du Pont de Nemours & Company Advertising Department records (Accession 1803), Manuscripts and Archives Department, Hagley Museum and Library, Wilmington, Delaware Initial versions of cellophane were waterproof, but not... View Details

Keywords: by Carmen Nobel; Food & Beverage; Retail; Advertising

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