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(326)
- News (128)
- Research (113)
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- Multimedia (17)
- Faculty Publications (75)
Show Results For
- All HBS Web
(326)
- News (128)
- Research (113)
- Events (4)
- Multimedia (17)
- Faculty Publications (75)
- January–February 2020
- Article
Are You Undervaluing Your Customers?: It’s Time to Start Measuring and Managing Their Worth
By: Rob Markey
Leaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting measures that hurt customers.
Loyalty-leading companies operate differently. They create systems for... View Details
Keywords: Customer Experience; Customer Value; Customer Centric Initiative; Customer Focused Organization; Customer Lifetime Value; Customer Focus and Relationships; Customer Value and Value Chain; Operations; Business Strategy
Markey, Rob. "Are You Undervaluing Your Customers? It’s Time to Start Measuring and Managing Their Worth." Harvard Business Review 98, no. 1 (January–February 2020): 42–50.
- 16 Aug 2019
- News
Wat kost een bedrijf de wereld?
- 28 Jun 2021
Spark: Social Enterprise and Public Entrepreneurship @ HBS
Be a part of the spark for creating social value and social change. Join Social Enterprise Initiative Director Rob Zeaske (MBA 2002) and Professor of Management Practice and the Richard L. Menschel Faculty Fellow Mitch Weiss (MBA 2004)... View Details
- 01 Sep 2014
- News
Innovation: Revenge of the Nerds
students spend 15 weeks and $5,000 launching a business. Patrick Petitti (MBA 2014), Rob Biederman (MBA 2014), and their teammates started with some zany ideas—manufacturing knitted nose warmers, for instance—before settling on the model... View Details
Keywords: April White
- 16 Jan 2018
- News
Celebrating the Impact of Nonprofits
Theatre Company; Deborah Perry, from the YWCA of Rhode Island; and Karen Santilli, from Crossroads RI, shared their perspectives on the program and agreed it was “the most outstanding executive experience” of their careers. According to HBSASNE board member View Details
Keywords: Margie Kelley
- 02 May 2014
- News
Feel Unappreciated? Give Someone Else Credit
- 01 Jun 2002
- News
HBS Vets Support Homeless Comrades
Vets helping vets: Dann Angeloff, Rob Kaderavek (HBS '03) beside their thought-provoking bivouac. (photos by John Chase) Vets helping vets: Dann Angeloff, Rob Kaderavek (HBS '03) beside their... View Details
Keywords: Health, Social Assistance
- 06 Jan 2015
- News
Fostering discussion in the MBA classroom
Robert Steven Kaplan (MBA 1983), a former HBS professor who now serves as president and CEO of the Federal Reserve Bank of Dallas, has a passion for teaching that inspires his own desire to continually learn how to be a more effective professor at HBS. (Published... View Details
- 27 Jan 2014
- News
Why I Hired an Executive with Mental Illness
- Web
Commencement 2011 Address | About
of the Class of 2011) is today a Director and President of BlackRock, Inc. — the world ’ s largest asset management firm. BlackRock was among the firms that saved our banking system from collapse. At a moment of great peril, Rob and his... View Details
- 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.
- July 24, 2013
- Article
Family Business: How to Spot a Patriarch Problem
By: Josh Baron and Rob Lachenauer
In this article, the authors discuss the concept of a "problem patriarch" in family businesses, using the example of Carl, a successful leader who undermined the talent he hired. Carl started a struggling $10 million automotive parts distributor and turned it into a $2... View Details
Baron, Josh, and Rob Lachenauer. "Family Business: How to Spot a Patriarch Problem." Harvard Business Review (website) (July 24, 2013).
- August 19, 2013
- Article
Coddled Relatives Can Kill a Family Business
By: Josh Baron and Rob Lachenauer
Keywords: Family Business
Baron, Josh, and Rob Lachenauer. "Coddled Relatives Can Kill a Family Business." Harvard Business Review (website) (August 19, 2013). (Republished by Today Online and The Malay Mail Online, 14 October 2013.)
- February 20, 2014
- Article
How to Thrive While Leading a Family Business
By: Josh Baron and Rob Lachenauer
This article explores the differences between family business executives who thrive and those who struggle. It discusses how family business environments are inherently complex due to the intertwinement of work and life. Thriving leaders exhibit four key behaviors:... View Details
Keywords: Family and Family Relationships; Work-Life Balance; Family Ownership; Outcome or Result; Leadership Style
Baron, Josh, and Rob Lachenauer. "How to Thrive While Leading a Family Business." Harvard Business Review (website) (February 20, 2014).
- March 19, 2015
- Article
Dealing with the Unique Work-Life Challenges of Family Businesses
By: Josh Baron and Rob Lachenauer
Maintaining a work-life balance in family businesses can be challenging. The extremes of being "all in" or "all out" are unproductive. The article highlights the importance of setting boundaries, separating family time from work time, using effective communication,... View Details
Baron, Josh, and Rob Lachenauer. "Dealing with the Unique Work-Life Challenges of Family Businesses." Harvard Business Review (website) (March 19, 2015).
- September 20, 2016
- Article
The 5 Models of Family Business Ownership
By: Josh Baron and Rob Lachenauer
Choosing one is among your most important decisions. View Details
Baron, Josh, and Rob Lachenauer. "The 5 Models of Family Business Ownership." Harvard Business Review (website) (September 20, 2016).
- Portrait Project
Sarina Hickey
NGO mission to rescue girls sold into sex slavery. Some were badly burned or beaten. Others too catatonic to know reality from nightmare. All robbed of their childhood. She passed away not two hours after our team liberated her from her... View Details
- 03 Nov 2011
- What Do You Think?
The Ultimate Question in Management
and honor—in a manner consistent with the Golden Rule?" And Rob Markey pointed out that "Trust does lie at the heart of someone's likelihood to recommend " He went on to say that "we have always advocated pairing the... View Details
Keywords: by James Heskett