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Show Results For
-
All HBS Web
(10,791)
- People (21)
- News (2,320)
- Research (6,649)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,534)
- 2022
- Case
Polarizing Government Work: McKinsey & Co. and Immigration and Customs Enforcement (ICE)
By: Andrew J. Hoffman
When Donald Trump announced his run for president in 2015, he placed immigration front and center in his campaign. He promised to drastically expand U.S. Immigration and Customs Enforcement (ICE), end Deferred Action for Childhood Arrivals (DACA), and build a border...
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Hoffman, Andrew J. "Polarizing Government Work: McKinsey & Co. and Immigration and Customs Enforcement (ICE)." William Davidson Institute Case 3-951-926, 2022.
- August 2009
- Supplement
The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Company (CW)
By: Willy C. Shih
When L.C. Tu receives an emergency order, he is confronted with a range of production scheduling choices, each of which has unique costs and trade-offs. The case was designed to help students understand job-shop style production and the impact of disruptions and...
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- September 2020 (Revised February 2021)
- Case
Zameer Kassam Fine Jewelry: Engaging Clients
By: Ryan W. Buell and Amy Klopfenstein
Zameer Kassam Fine Jewelry (ZKFJ) designs custom engagement rings that tell the story of a couple’s relationship. The case describes the company’s process for engaging clients, which has historically been a relatively offline, high-touch experience. Obliged by...
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Keywords:
Customer Engagement;
Service Delivery;
Health Pandemics;
Internet and the Web;
Customer Satisfaction;
Organizational Change and Adaptation;
Growth and Development;
Retail Industry
Buell, Ryan W., and Amy Klopfenstein. "Zameer Kassam Fine Jewelry: Engaging Clients." Harvard Business School Case 621-043, September 2020. (Revised February 2021.)
- 10 Oct 2018
- News
The Legacy of Boaty McBoatface: Beware of Customers Who Vote
- 2011
- Book
The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
By: Fred Reichheld and Rob Markey
Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success.
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
Keywords:
Customer Centric Initiative;
Customer Defection;
Customer Engagement;
Customer Experience;
Customer Focused Organization;
Customer Focus and Relationships;
Customer Satisfaction;
Customer Value and Value Chain;
Network Effects
Reichheld, Fred, and Rob Markey. The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World. Boston, MA: Harvard Business Review Press, 2011.
- 01 Dec 2013
- News
Alumni News | Bookshelf: A Manager's Responsibility in the 21st Century
It's easy to think that the 2010 disaster at the BP drilling platform Deepwater Horizon in the Gulf of Mexico was the result of a chain of cascading events beyond the control of anyone to stop. But as the...
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- 10 Aug 2015
- Research & Ideas
Why a Federal Rule on CEO Pay Disclosure May Get You In Trouble With Customers
Here's a tip for companies looking to woo customers away from the competition: Besides advertising fair prices for your products, try advertising fair wages for your employees. Recent research from Harvard...
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- 15 Oct 2015
- News
CEOs beware: Your astronomical salaries may soon cost you customers
- August 2016 (Revised August 2017)
- Case
AnswerDash (Abridged)
By: Elie Ofek and Jeffrey D. Shulman
It is 2014 and AnswerDash, a startup backed by venture capital, has not seen the widespread adoption of their online self-service customer support solution that they were expecting based on early success in helping clients save and generate substantial amounts of...
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Keywords:
Pricing;
Economic Value Estimation;
Price Metrics;
Organizational Selling;
Innovation Adoption;
Business To Business;
Marketing;
Customer Lifetime Value;
Venture Capital;
Customer Relationship Management;
Price;
Marketing Strategy;
Entrepreneurship;
Technology Adoption;
Business Startups;
Sales;
Innovation and Invention;
Product Marketing;
Financial Services Industry
Ofek, Elie, and Jeffrey D. Shulman. "AnswerDash (Abridged)." Harvard Business School Case 517-020, August 2016. (Revised August 2017.)
- June 2016 (Revised August 2017)
- Case
AnswerDash
By: Elie Ofek and Jeffrey D. Shulman
It is 2014, and AnswerDash, a startup backed by venture capital, has not seen the widespread adoption of their online self-service customer support solution that they were expecting based on early success in helping clients save and generate substantial amounts of...
View Details
Keywords:
Pricing;
Economic Value Estimation;
Price Metrics;
Organizational Selling;
Innovation Adoption;
Business To Business;
Marketing;
Customer Lifetime Value;
Venture Capital;
Customer Relationship Management;
Price;
Marketing Strategy;
Entrepreneurship;
Technology Adoption;
Business Startups;
Sales;
Innovation and Invention;
Product Marketing;
Financial Services Industry
Ofek, Elie, and Jeffrey D. Shulman. "AnswerDash." Harvard Business School Case 516-106, June 2016. (Revised August 2017.)
- June 2016
- Teaching Note
Filene's Basement: Inside a Fired Customer's Relationship
By: Jill Avery and Susan Fournier
How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case...
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- Article
A Brand's Eye View of Response Segmentation in Consumer Choice Behavior
By: Randolph E. Bucklin, Sunil Gupta and Sangman Han
Bucklin, Randolph E., Sunil Gupta, and Sangman Han. "A Brand's Eye View of Response Segmentation in Consumer Choice Behavior." Journal of Marketing Research (JMR) 32, no. 1 (February 1995): 66–74.
- 2018
- Working Paper
The Welfare Effects of Peer Entry in the Accommodation Market: The Case of Airbnb
By: Chiara Farronato and Andrey Fradkin
We study the effects of enabling peer supply through Airbnb in the accommodation industry. We present a model of competition between flexible and dedicated sellers - peer hosts and hotels - who provide differentiated products. We estimate this model using data from...
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Keywords:
Peer To Peer;
Digital Platforms;
Market Entry and Exit;
Competition;
Accommodations Industry
Farronato, Chiara, and Andrey Fradkin. "The Welfare Effects of Peer Entry in the Accommodation Market: The Case of Airbnb." NBER Working Paper Series, No. 24361, February 2018.
- 26 Jan 2021
- News
Clubs See Wealth in FemTech; Health Care Alumni Look at COVID Response
them to forgo returns at all.” An Inside Look at Leading the UK and US Response to COVID As the US and the UK raced to develop a COVID vaccine...
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Keywords:
Margie Kelley
- June 2022
- Article
The Welfare Effects of Peer Entry in the Accommodation Market: The Case of Airbnb and the Accommodation Industry
By: Chiara Farronato and Andrey Fradkin
We study the effects of enabling peer supply through Airbnb in the accommodation industry. We present a model of competition between flexible and dedicated sellers—peer hosts and hotels—who provide differentiated products. We estimate this model using data from major...
View Details
Keywords:
Peer To Peer;
Airbnb;
Digital Platforms;
Market Entry and Exit;
Competition;
Accommodations Industry
Farronato, Chiara, and Andrey Fradkin. "The Welfare Effects of Peer Entry in the Accommodation Market: The Case of Airbnb and the Accommodation Industry." American Economic Review 112, no. 6 (June 2022): 1782–1817.
- February 2011
- Supplement
Dataset for "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel" (CW)
By: Dennis Campbell and Francisco de Asis Martinez-Jerez
Datasets of gaming and hotel customers to perform analysis for the case.
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