customer satisfaction - Publications - Faculty & Research

Having spent a decade helping retailers optimize customer service, Fumi Tamaki (MBA 2014) could not pass up the opportunity in June 2024 to take on the challenge of improving the customer experience at the... View Details

Keywords: Jennifer Myers; IRS; customer service; government service; Executive, Legislative, and Other General Government Support; Government

25 Jun 2024
News

On the Move: Alexis DePree (MBA 2007)

When Nordstrom announced the promotion of Alexis DePree (MBA 2007) to COO in early June, media outlets noted DePree’s expanded, end-to-end role in managing operations and customer experience in an increasingly complex retail environment. DePree joined Nordstrom in... View Details

Keywords: retail; customer service; supply chain management; career experience; Retail Trade

22 May 2014
News

Your Banker Wants To Know If You Are Pregnant

26 Jul 2019
News

10 Common-Sense Rules for a Customer-Centric Business Culture

17 Jul 2015
News

Why Integrated Reporting Makes Sense

28 Mar 2012
News

The good intentions that will kill your business

27 Dec 2019
News

The Rise of Fertility Startups

01 Feb 2002
News

It's academic. (Not!)

information technology and management, or organizational behavior. That broad range of choices, coupled with the satisfaction of conducting research in the field, generates an extraordinary demand for the handful of available places each... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services

17 Dec 2015
News

Conducting Research That Influences Practice

Tami Kim, a doctoral student at HBS, is conducting research into how the restaurant business could benefit from transparency—literally—by making it possible for chefs and diners to see one another. Her findings on employee and customer... View Details

01 Mar 2014
News

Case Study: Gazelle's New Predators

getting lower-cost devices to those who might not otherwise be able to afford them? A $14B market would seem to have ample room for a niche player that focuses on corporate social responsibility while still being profitable." —Allison Sagraves (MBA 1991) "Build on the... View Details

Keywords: ecommerce; Kathy Korman Frey; Telecommunications; Information; News, Library, Internet, and Other Services; Information; Retail Trade

16 Sep 2015
News

Rethink pricing to create shared—and expanded—value

revenue and increased consumer satisfaction and loyalty. First, focus on relationships rather than transactions (see customers as “people, not wallets”). Be proactive by setting prices that benefit both the... View Details

01 Apr 2000
News

Rethinking Call Centers: Effective Delivery of Service is Key

call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service, information technology, and internal processes, both the customer and... View Details

01 Apr 2002
News

Siebel Addresses HBS Northern California Club

of itself." At Siebel Systems, he continued, incentive compensation is tied to customer- satisfaction scores. "Virtually every employee communication that I've given since the company's founding has been centered around the absolute... View Details

Keywords: Business Schools & Computer & Management Training; Educational Services

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10 Ways to Boost Customer Satisfaction

Track Customer Service, but Don't Forget the Financials

When Customers Want to See the Human Behind the Product

Why Companies Should Pay More Attention to Customers Last in Line

4 Strategies to Simplify the Customer Journey

8 Best Practices for Creating a Compelling Customer Experience

For Website Personalization, Simple Is the New Sexy

Mapping Pain Points at the IRS