Customer Focus - Publications - Faculty & Research - Harvard Business School

Filter Results: (681)

Filter Results: (681)

Show Results For

← Page 7 of 681 Results →

Are you looking for?

→Search All HBS Web

March 2021
Article

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei

This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details

Keywords: Customer Compatibility; Satisfaction; Profitability; Service Operations; Customer Relationship Management; Customer Satisfaction; Performance

Find at Harvard

February 2021
Background Note

Jobs to Be Done: A Toolbox

By: Derek C. M. van Bever, Bob Moesta, Iuliana Mogosanu, Shaye Roseman and Katie Zandbergen

The Jobs to Be Done methodology is both a theory and a practical approach for understanding customer behavior and why people make the choices they make. Many practitioners, whether they work for startups or incumbent businesses, find Jobs to Be Done useful because it... View Details

Keywords: Customer Value and Value Chain; Decision Choices and Conditions; Knowledge Acquisition; Attitudes; Perception; Theory; Behavior; Customer Relationship Management

February 2021
Case

Apple: Privacy vs. Safety (A)

By: Henry McGee, Nien-hê Hsieh, Sarah McAra and Christian Godwin

In 2015, Apple CEO Tim Cook debuted the iPhone 6S with enhanced security measures that enflamed a debate on privacy and public safety around the world. The iPhone 6S, amid a heightened concern for privacy following the 2013 revelation of clandestine U.S. surveillance... View Details

February 2021
Case

Drizly: Managing Supply and Demand through Disruption

By: Kris Ferreira

It was April 6th, 2020, and the management team at Drizly—an online alcohol marketplace where consumers could browse and purchase alcohol from local liquor retail stores via Drizly’s app for immediate home delivery—were thrilled to see record-breaking sales from the... View Details

Keywords: COVID-19 Pandemic; Demand and Consumers; Growth and Development; Customer Focus and Relationships; Customer Value and Value Chain; Customer Satisfaction; Goals and Objectives; Supply Chain Management

February 2021 (Revised March 2021)
Case

AptDeco: Circular Economy Furniture Marketplace

By: Ayelet Israeli and Jamie Merkrebs

AptDeco, a used furniture marketplace, was growing rapidly in the tri-state area. The co-founders were confident that the business model, financial position, and unit economics positioned AptDeco for scaling in the massive $120 billion furniture market, despite its... View Details

January 2021 (Revised July 2022)
Case

Snapp: Scaling Under Sanctions in Iran (A)

By: Meg Rithmire and Gamze Yucaoglu

The case opens in November 2019 as Eyad Alkassar and Mahmoud Fouz, co-founders of Iran’s first and leading ride-hailing platform, Snapp, find out about Apple’s and Google’s decisions to remove all Iranian apps from their respective application stores.
The case... View Details

Keywords: Sanctions; Change Management; Disruption; Volatility; Decision Choices and Conditions; Cross-Cultural and Cross-Border Issues; Government and Politics; International Relations; National Security; Risk Management; Crisis Management; Transportation Industry; Iran; Middle East

January 2021
Case

Anodot: Autonomous Business Monitoring

By: Antonio Moreno and Danielle Golan

Autonomous business monitoring platform Anodot leveraged machine learning to provide real-time alerts regarding business anomalies. Anodot’s solution was used in various industries in order to primarily monitor business health, such as revenue and payments, product... View Details

Keywords: Digital Platforms; Internet and the Web; Knowledge Sharing; Information Management; Sales; Value Creation; Product Positioning; Israel

January 2021 (Revised March 2021)
Case

THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)

By: Jill Avery, Ayelet Israeli and Emma von Maur

THE YES, a multi-brand shopping app launched in May 2020 offered a new type of buying experience for women’s fashion, driven by a sophisticated algorithm that used data science and machine learning to create and deliver a personalized store for every shopper, based on... View Details

Keywords: Data; Data Analytics; Artificial Intelligence; AI; AI Algorithms; AI Creativity; Fashion; Retail; Retail Analytics; E-Commerce Strategy; Platform; Platforms; Big Data; Preference Elicitation; Preference Prediction; Predictive Analytics; App Development; ＂Marketing Analytics＂; Advertising; Mobile App; Mobile Marketing; Apparel; Online Advertising; Referral Rewards; Referrals; Female Ceo; Female Entrepreneur; Female Protagonist; Analytics and Data Science; Analysis; Creativity; Marketing Strategy; Brands and Branding; Consumer Behavior; Demand and Consumers; Forecasting and Prediction; Marketing Channels; Digital Marketing; Internet and the Web; Mobile and Wireless Technology; AI and Machine Learning; E-commerce; Digital Platforms; Fashion Industry; Retail Industry; Apparel and Accessories Industry; Consumer Products Industry; United States

January 2021 (Revised May 2021)
Case

Amazon Shopper Panel: Paying Customers for Their Data

By: Eva Ascarza and Ayelet Israeli

This case introduces a new Amazon program that has consumers upload their receipts from transactions outside of Amazon, in exchange for money. Through the discussion, the case aims to explore issues in customers’ privacy in the digital age, the value of customers’ own... View Details

December 2020 (Revised January 2022)
Supplement

Michael Ku and Global Clinical Supply at Pfizer Inc.: Bringing Hope to Patients (B)

By: Linda A. Hill and Emily Tedards

In 2011, Michael Ku became Pfizer’s Vice President of Global Clinical Supply (GCS) after the company had undergone three large-scale mergers and acquisitions. As Ku and his new leadership team set out to build a proactive, end-to-end, digital and physical clinical... View Details

Keywords: Digital Technology; Customer-centricity; Innovation; Customer Focus; Talent; Talent Management; Leadership; Innovation and Invention; Transformation; Organizational Culture; Customer Focus and Relationships; Change Management; Talent and Talent Management; Supply Chain; Mission and Purpose

December 2020 (Revised February 2021)
Case

Kerry Group: Inspiring Food, Nourishing Life

By: Forest L. Reinhardt, José B. Alvarez, Damien McLoughlin, Tonia Labruyere and Tonia Junker

The Irish company Kerry Group, one of the leading global players in the taste and nutrition industry, wants to ensure its future growth in developing and developed markets. Founded in 1972 as a dairy cooperative, it had grown into a provider of taste and nutrition... View Details

Keywords: Agribusiness; Environmental Sustainability; Food; Nutrition; Growth and Development Strategy; Global Range; Market Entry and Exit; Customer Relationship Management; Agriculture and Agribusiness Industry

December 2020 (Revised April 2021)
Case

Arcos Dorados: A QSR Recovery Plan

By: Forest Reinhardt, José B. Alvarez, Jenyfeer Martinez Buitrago and Mariana Cal

Arcos Dorados—McDonald’s largest independent franchisee, covering Latin America and the Caribbean (LAC)—faced a pandemic that was disrupting the entire consumer foodservice business in 2020. With the exclusive right to own, operate, and sub-franchise McDonald’s... View Details

October 2020 (Revised March 2024)
Case

Experimentation at Yelp

By: Iavor Bojinov and Karim R. Lakhani

Over the last decade, experimentation has become integral to the research and development processes of technology companies—including Yelp—for understanding customer preferences and mitigating innovation risks. The case describes Yelp's journey with experimentation,... View Details

Keywords: Customer Relationship Management; Collaborative Innovation and Invention; Risk Management; Advertising; Research and Development; Technology Industry

Article

Are You Really Innovating Around Your Customers' Needs?

By: Sunil Gupta

Every company believes it is customer-centric. However, most of them are product- and service-centric first, focusing on how to enhance their offerings rather than putting themselves in their customers’ shoes. To come up with truly innovative customer-centric ideas,... View Details

Keywords: Customer Focus and Relationships; Customer Satisfaction; Innovation and Management

Find at Harvard

Register to Read

2020
Working Paper

Targeting for Long-Term Outcomes

By: Jeremy Yang, Dean Eckles, Paramveer Dhillon and Sinan Aral

Decision makers often want to target interventions so as to maximize an outcome that is observed only in the long term. This typically requires delaying decisions until the outcome is observed or relying on simple short-term proxies for the long-term outcome. Here we... View Details

Keywords: Targeted Marketing; Optimization; Churn Management; Marketing; Customer Relationship Management; Policy; Learning; Outcome or Result

September 2020 (Revised July 2022)
Teaching Note

Algorithmic Bias in Marketing

By: Ayelet Israeli and Eva Ascarza

Teaching Note for HBS No. 521-020. This note focuses on algorithmic bias in marketing. First, it presents a variety of marketing examples in which algorithmic bias may occur. The examples are organized around the 4 P’s of marketing – promotion, price, place and... View Details

Keywords: Marketing; Race; Ethnicity; Gender; Diversity; Prejudice and Bias; Decision Making; Ethics; Customer Relationship Management; Retail Industry; Technology Industry; Apparel and Accessories Industry; United States

September 2020 (Revised July 2022)
Technical Note

Algorithmic Bias in Marketing

By: Ayelet Israeli and Eva Ascarza

This note focuses on algorithmic bias in marketing. First, it presents a variety of marketing examples in which algorithmic bias may occur. The examples are organized around the 4 P’s of marketing – promotion, price, place and product—characterizing the marketing... View Details

September 2020 (Revised February 2024)
Teaching Note

Artea (A), (B), (C), and (D): Designing Targeting Strategies

By: Eva Ascarza and Ayelet Israeli

Teaching Note for HBS No. 521-021,521-022,521-037,521-043. This collection of exercises aims to teach students about 1)Targeting Policies; and 2)Algorithmic bias in marketing—implications, causes, and possible solutions. Part (A) focuses on A/B testing analysis and... View Details

Keywords: Targeted Advertising; Targeting; Race; Gender; Diversity; Marketing; Customer Relationship Management; Prejudice and Bias; Analytics and Data Science; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States

September 2020 (Revised July 2022)
Exercise

Artea (B): Including Customer-Level Demographic Data

By: Eva Ascarza and Ayelet Israeli

This collection of exercises aims to teach students about 1)Targeting Policies; and 2)Algorithmic bias in marketing—implications, causes, and possible solutions. Part (A) focuses on A/B testing analysis and targeting. Parts (B),(C),(D) Introduce algorithmic bias. The... View Details

Keywords: Targeting; Algorithmic Bias; Race; Gender; Marketing; Diversity; Customer Relationship Management; Demographics; Prejudice and Bias; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States

September 2020 (Revised July 2022)
Exercise

Artea (C): Potential Discrimination through Algorithmic Targeting

By: Eva Ascarza and Ayelet Israeli

This collection of exercises aims to teach students about 1)Targeting Policies; and 2)Algorithmic bias in marketing—implications, causes, and possible solutions. Part (A) focuses on A/B testing analysis and targeting. Parts (B),(C),(D) Introduce algorithmic bias. The... View Details

Keywords: Targeting; Algorithmic Bias; Race; Gender; Marketing; Diversity; Customer Relationship Management; Prejudice and Bias; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States

←
7
8
…
34
35
→