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- All HBS Web
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- People (1)
- News (41)
- Research (163)
- Events (1)
- Multimedia (1)
- Faculty Publications (72)
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- 13 Jun 2011
- News
Great Service Does Not Always Lead to Customer Loyalty
- 15 Dec 2018
- News
The math wizard who became a customer loyalty scheme guru
- 01 Oct 1999
- News
The Same the World Over: Focusing on Customers and Innovation Brings Success
climate, customer orientation, and innovation. "Corporate culture was perceived as the prevailing set of shared values held by a firm's managers," Deshpandé explains, "qualities such as loyalty and... View Details
Keywords: Peter K. Jacobs
- 01 Mar 2023
- News
Elevator Pitch: Spread the Wealth
a dual purpose. First, to help companies build loyalty with employees and customers and to introduce individuals to share ownership. In addition to receiving share rewards, Upstreet users can buy shares on... View Details
- 22 Jul 2014
- News
Market Basket management paying for missteps in standoff
- 15 May 2020
- News
Five ESG Implications from COVID-19
- 08 Dec 2016
- News
A Simple Way to Measure Health Care Outcomes
- 01 Dec 2023
- News
Thinking Ahead
rather than selling upfront.” This requires a platform-native approach, says Yang: a video that works well on Amazon would appear as a hard-sell turnoff on TikTok. “It’s important to remember that customer View Details
- 01 Mar 2024
- News
Unlocking the Power of Community
When Tara Fung (MBA 2016) explains Co:Create, the company she cofounded in 2022 and now leads as CEO, she doesn’t mention Web3 first. “We help innovative brands and creators unlock the power of community,” she explains. Co:Create does this with a new, gamified approach... View Details
Keywords: April White
- 01 Sep 2023
- News
Case Study: The Home Team
Illustration by Jon Krause Illustration by Jon Krause Brendan Kennealey (MBA 2006) wasn’t even searching for a business idea. A couple of years ago, the Wilmington, Delaware, native met up with an old friend who’d bought a new house. Over dinner this friend enumerated... View Details
- 05 Feb 2019
- News
The First Five Years: Karan Shah (MBA 2016)
of the largest camshaft manufacturers in the world, serving marquee customers like GM, Ford, Daimler, Porsche, Toyota, and others. “In the two years that I have been at PCL—first as a business development executive and now as executive... View Details
- 01 Apr 2002
- News
Professorship Brings Brierley's HBS Connection Full Circle
members, Epsilon engineered many of the ‘customer relationship' techniques that make today's customer loyalty programs so successful," says Brierley, who served as Epsilon's president and CEO for its... View Details
- 01 Apr 2002
- News
HBS Press Books in Brief
the Harvard Business Review Paperback Series: Harvard Business Review on Customer Relationship Management. This collection of cutting-edge articles will help organizations understand how to build customer... View Details
- 01 Jun 1997
- News
New Releases
a quantifiable set of relationships that directly links profit and growth not only to customer loyalty and satisfaction but to employee loyalty, satisfaction, and productivity. The authors emphasize that... View Details
- 09 Jun 2015
- News
Building change from the ground up
was to provide an air-conditioned environment; offer support for customers who couldn’t read or write; and get them in and out of the store in 15 minutes with working service,” Khoja said, noting, “If we treated the Afghans with respect,... View Details
- 01 Sep 2024
- News
Reduce, Reuse, Recycle
Thirteen years ago, Marcelo Claure, founder of wireless services company Brightstar, discussed with a reluctant Steve Jobs the idea of launching a trade-in and recycling program for iPhones. It was a business move that expanded the market and created a new profit... View Details
Keywords: Jennifer Meyers
- 15 Nov 2016
- News
Classroom Lessons Put Into Practice Abroad
HBS students worked on their project with representatives of the bakery chain Benjamin in São Paulo. (photo by Cintia Farago) In the United States, brand loyalty is often a powerful motivator—consumers will drive miles in search of a... View Details
- 01 Oct 1996
- News
The Drive for Excellence: An Interview with Jim Henderson
not-too-distant future. Those kinds of questions were very real for Cummins in the last decade as the company was forced by global competition to undergo considerable change. Amid downsizing and restructuring, how do you maintain the work force View Details