Customer Centric Initiative - Publications - Faculty & Research

01 Jun 1997
News

A Better Way to Go on Strike

Ideally, the specifics of the No-Fist mechanism would be part of the initial collective bargaining agreement, since agreement on true variable costs of operations could be difficult and to some extent arbitrary. Estimates of real variable... View Details

Keywords: David Lax and Professor James K. Sebenius

01 Feb 2000
News

Better Mousetraps: At Product Design Fair, Student Ideas Get Real

from initial research phases, to brainstorming, to concept development and prototyping. The results? A car that might feature a personalized hood ornament and an interior with pulsating floor lights, View Details

Keywords: Margie Kelley

08 Nov 2010
Research & Ideas

How to Fix a Broken Marketplace

markets must also overcome the fact that some transactions are considered repugnant, especially in the infancy of an industry. (For instance, life insurance—in which companies essentially place bets on when a customer will die—used to be... View Details

Keywords: by Carmen Nobel; Health

25 Feb 2008
Sharpening Your Skills

Sharpening Your Skills: Starting a Business

high-potential ventures into high-performance ventures, says professor Joseph Lassiter, depends on combining what, how, and who you know. Key concepts include: Successful entrepreneurs look ahead and say, "Two or three years from now, this is exactly the View Details

23 Mar 2020
Research & Ideas

Product Disasters Can Be Fertile Ground for Innovation

slower; image quality was inferior, at least initially for certain applications; and “our understanding is that it also produced unfamiliar image textures that required retraining of radiologists.” Users will pay you for safety These... View Details

Keywords: by Michael Blanding; Health; Medical Devices & Supplies

13 Nov 2018
First Look

New Research and Ideas, November 13, 2018

initiatives are fulfilling their desired objectives. By being able to more rigorously evaluate compliance programs with data and empirical analysis, prosecutors and courts will be able to more readily discern “window-dressing,” and firm... View Details

Keywords: Dina Gerdeman

01 Nov 2016
First Look

First Look - November 1, 2016

investment strategy of VCs in recent years—an increased prevalence of a “spray and pray" investment approach—where investors provide a little funding and limited governance to an increased number of startups that they are more likely to abandon, but where View Details

Keywords: Sean Silverthorne

06 Oct 2009
First Look

First Look: October 6

founder of JetBlue, is forced to confront a crisis in customer confidence following operational difficulties on February 14, 2007. This becomes a vital test of his leadership. Purchase this case:... View Details

Keywords: Martha Lagace

01 Dec 2017
News

The Business Case (Or Not) for Sustainability

initiatives feel as if they’re “done.” It’s like someone who thinks climate change is a real problem and buys a Prius and feels as if they’ve done their part and they’re done. The problem is not solved if everyone buys a Prius—it’s much... View Details

09 Apr 2019
First Look

New Research and Ideas, April 9, 2019

collectors, auction house operators, and other actors who played active roles as either institutional entrepreneurs or guardians in shaping the revitalization of the industry. We find these entrepreneurs and guardians initially espoused... View Details

Keywords: Dina Gerdeman

06 Dec 2021
News

Tipping Point

drivers. It is a model customers are familiar with.” And it’s a model she believes could also transform the coffee industry and other commodity supply chains. Courtesy Margaret Nyamumbo “The economics of coffee are some of the most... View Details

Keywords: April White; Food Manufacturing; Manufacturing

29 Jul 2002
Research & Ideas

Get Off the Dime!

their toes, and start moving. Instead, they hold back or complain if others initiate new action, with the result that a needed change effort doesn't start or doesn't start well. Without enough urgency, large-scale change can become an... View Details

Keywords: by John P. Kotter & Dan S. Cohen

Profile

Adam Kanner

percent to 50 percent of tickets to live events go unsold. Reasons for this excess capacity vary, from a hefty rise in ticket prices for concerts and sporting events over the past decade, to a wave of digital entertainment options that keep View Details

01 Feb 1997
News

OPM Celebrates 21st Anniversary at Gala Florida Reunion

H. Schiff Professor of Investment Banking. Drawing on his extensive research on a subject he calls his "passion" - customer loyalty - Sasser led a lively discussion on the topic of customer retention that... View Details

Web

Systems for Scaling Ventures (SSV) - Course Catalog

management systems necessary to bring new ventures from early-stage startups to growth-stage and beyond. Early-stage ventures initially (and naturally) rely on informal interactions to develop their offers, connect with View Details

01 Mar 2017
News

HBX: Reimagining HBS for the Digital Age

audiences. “We knew we wanted to bring the distinctive features of the HBS classroom — real-world cases and problem solving, active learning, and peer engagement — online,” says Professor Bharat Anand, a member of the initial development... View Details

01 Jun 2010
News

Michael Depatie

was ranked number one in guest satisfaction for 2009 by the Market Metrix Hospitality Index (based on over 130,000 hotel customer surveys), beating competitors including the Ritz-Carlton, W Hotels, and the Four Seasons. Michael Depatie... View Details

Keywords: Julia Hanna; Amusement, Gambling, and Recreation Industries; Arts, Entertainment; Accommodation; Hospitality

18 Mar 2014
First Look

First Look: March 18

earlier smaller private waste traders, and the later garbage agglomerates, and have been neglected in an era that historians have treated as a period of municipalization. These entrepreneurs sometimes had strikingly modern views of environmental challenges and the need... View Details