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- All HBS Web (1,163)
- Faculty Publications (237)
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Tuce Zengin Van den Eynde
says Tuce, “going from a huge company to one with just thirteen shops. You can see how everything is related: marketing, operations, government relations, finance.” Ultimately, Tuce’s team advised the stand operator, based on numerous View Details
- July 2011
- Teaching Note
a-connect: In Search of Talent Partners (TN) (A) and (B)
By: Robert G. Eccles and Penelope Rossano
Teaching Note for 409036 and 411085. View Details
- 06 Jun 2012
- What Do You Think?
Is Something Wrong with the Way We Work?
created by customers and clients and their increasing expectations that we be available day and night. Even more can be laid at the feet of leadership. But ultimately the primary culprit is us. That's my sense of the comments concerning... View Details
- 28 Oct 2019
- Research & Ideas
Brick-and-Mortar Stores Are Making a Comeback
to build a relationship with the customer and communicate the brand in an experiential way. There’s still a purpose for physical shopping in today’s environment; it just has to feel different from what we’ve gotten used to as consumers.... View Details
- March 1999
- Case
Australia's Telstra Corporation (A): Going Public
By: W. Earl Sasser, Carin-Isabel Knoop and Cate Reavis
Frank Blount is named CEO of Telstra, Australia's state-owned telecommunications giant. In preparation for its 1997 IPO, he must reorganize the company from an inefficient public entity into a lean, customer-driven organization. View Details
Keywords: Change Management; Initial Public Offering; Organizational Change and Adaptation; Customer Focus and Relationships; State Ownership; Performance Effectiveness; Privatization; Telecommunications Industry; Australia
Sasser, W. Earl, Carin-Isabel Knoop, and Cate Reavis. "Australia's Telstra Corporation (A): Going Public." Harvard Business School Case 899-209, March 1999.
- 29 Jun 2017
- Research & Ideas
Why Uber Is Worth Saving and How To Do It
was providing rides in 311 cities and 58 countries, and the startup’s reported valuation was estimated at about $70 billion in 2017. Consumers raved so much about the service initially that many public officials happily rewrote rules to... View Details
- 03 Dec 2007
- Research & Ideas
Authenticity over Exaggeration: The New Rule in Advertising
functionality and status. Cultural exchanges. While advertising has always been part of popular culture, technology has increased the rate of exchange and competition for buzz. In addition to Dove's campaign, Deighton cites BMW's View Details
- July 2011 (Revised January 2012)
- Teaching Note
Demand Media (TN)
By: John Deighton and Leora Kornfeld
Teaching Note for 512021. View Details
- 01 Dec 2020
- News
Invest in the New Abnormal
globally by 62 percent. Be human when it comes to money. The same principle applies to customers facing financial hardship, says Deshpandé, who encourages firms to initiate crediting and financing, deferral... View Details
Gordon M. Bethune
When Bethune took over Continental, the company was nearly out of cash, there was conflict between employees and management, and the airline ranked last in customer satisfaction. Bethune initiated a market... View Details
Keywords: Transportation
- Web
IT Strategy: Improving Service to Support Innovation | Information Technology
and increased satisfaction from customers. In FY24, TSS recorded four consecutive months of 100% satisfaction when surveying the community. John Owen, Senior Director of TSS said, “This initiative has resulted in our View Details
- 12 Sep 2018
- News
Game-Changing Analytics
the NBA’s Philadelphia ’76ers benefit from the analytic approach and technology platform Gelman helped develop to build the Kraft organization’s enviable connection with New England Patriots’ fans. “We help organizations develop a holistic view of View Details
Charles R. Schwab
In spite of the disdain given to discount brokerage by larger investment houses, Schwab took advantage of SEC deregulation in 1975, and went on to build “the Kmart of the stock brokerage industry.” Though discount brokerage at Schwab’s grand scale View Details
Keywords: Finance
- 05 Jun 2006
- Research & Ideas
Using Competition to Reform Healthcare
The ills of the U.S. healthcare system are well chronicled—soaring costs, low customer satisfaction, increasing problems with quality, and restricted coverage lead the list. But do we really understand the underlying issues well enough to... View Details
- Web
Departments | Employment
about working in the Business & Environment Initiative Customer Base Admissions, Alumni, Career and Professional Development, Executive Education, External Relations, Faculty, Practitioners, Students Culture... View Details
- 01 Jun 2022
- News
Case Study: Glass Half Full
nice, profitable Amazon play, albeit with limitations? The Answers: I’ve been in a similar situation, and I think there’s no wrong answer. I did both initially but pulled out of Amazon to build the brand on Shopify. Amazon is easier to... View Details
- 01 Jun 1997
- News
New Releases
demand, and on pleasing the best customers - can ultimately weaken a strong firm. In The Innovator's Dilemma, Christensen shows how significant breakthroughs in products and services are often initially... View Details
- 15 Sep 2003
- Research & Ideas
The Lessons of New-Market Disruption
performance. That initially led managers inside both companies to resist devoting scarce resources to developing those technologies because their lead customers were saying they wanted additional performance... View Details
- 24 Apr 2014
- News
Empowering Japan through e-commerce
he developed a web-based shopping mall—Rakuten, which roughly means “optimism”—often called the Amazon.com of Japan. “We created an online marketplace where customers can interact with shop owners, and we empower our merchants to build... View Details
- Web
Souvenirs & Novelties - The Art of American Advertising
The Art of “Posting” Brand Name Management A Marketing Revolution “The province of the advertising novelty is to present to the customer . . . something of a tangible or more or less permanent value.” Fowler’s Publicity Encyclopedia ,... View Details