Customer Retention - Publications - Faculty & Research

12 Oct 2011
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First Look: October 12

income between two organizations in similar businesses. It can be measured by the "Four Rs" of referrals and retention of employees, returns to labor, and relationships with customers that foster... View Details

Keywords: Sean Silverthorne

27 Mar 2012
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First Look: March 27

experiment carried out in a large business process outsourcing company, we found that socialization focused on personal identity (emphasizing newcomers' unique perspectives and strengths) led to significantly greater customer satisfaction... View Details

Keywords: Carmen Nobel

16 Apr 2013
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First Look: April 16

notion that the signal-to-noise ratio plays a central role in generating multiplicity with AA preferences for fairness. Cases & Course Materials Harvard Business School Case 612-701 Zappos.com 2009: Clothing, Customer Service, and... View Details

Keywords: Sean Silverthorne

26 Feb 2008
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First Look: February 26, 2008

short term, but produces complementary effects in both the catalog and the online channels in the long term; the complementary effects, which are magnified in the online channel, more than overcome the initial losses in the catalog channel. View Details

Keywords: Martha Lagace

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students with practical, hands-on strategies for growing a digital presence, deploying analytics, and designing high-impact marketing campaigns. With a strong focus on AI-driven marketing efficiency, students will explore how emerging tools can accelerate View Details

14 Feb 2012
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First Look: February 14

(emphasizing newcomers' unique perspectives and strengths) led to significantly greater customer satisfaction and greater employee retention after six months, compared to (a) socialization that focused on... View Details

Keywords: Carmen Nobel

16 Jul 2013
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First Look: July 16

author cites a number of companies that have moved toward or into what he calls "the efficiency frontier." These include Sarvajal, in India, which saves money and eliminates waste by selling direct to customers through its... View Details

Keywords: Anna Secino

November 2004 (Revised September 2019)
Background Note

The U.S. Health Club Industry in 2004

By: John R. Wells, Gabriel Ellsworth and Benjamin Weinstock

In 2004, the $16.8 billion U.S. health club industry continued its strong record of growth. There were almost 27,000 health clubs in the United States, up from 6,700 two decades earlier, and these clubs claimed 41 million members, over 14% of the U.S. population.... View Details

Keywords: Health Clubs; Fitness; Gyms; Chain; Weight Loss; Obesity; Exercise; Personal Training; Bally Total Fitness; 24 Hour Fitness; YMCA; Gold's Gym; Curves; Franchise; Franchising; Subscription; Promotional Sales; Promotions; Fixed Costs; Body; Accrual Accounting; Revenue Recognition; Buildings and Facilities; Business Growth and Maturation; Business Model; For-Profit Firms; Trends; Customers; Demographics; Age; Income; Private Equity; Financing and Loans; Profit; Revenue; Geographic Scope; Multinational Firms and Management; Health; Nutrition; Business History; Employees; Retention; Human Capital; Working Conditions; Contracts; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Markets; Demand and Consumers; Supply and Industry; Industry Growth; Industry Structures; Operations; Service Operations; Franchise Ownership; Private Ownership; Public Ownership; Problems and Challenges; Sales; Salesforce Management; Situation or Environment; Opportunities; Nonprofit Organizations; Welfare; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Consolidation; Corporate Strategy; Customization and Personalization; Expansion; Segmentation; Hardware; Health Industry; United States

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