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  • February 2000 (Revised April 2003)
  • Case

InSite Marketing Technology (B)

By: Lynda M. Applegate and Genevieve J.S. Feraud
Provides students an example of partnerships/acquisitions that allow delivery of packaged solutions to customers in the electronic commerce space. View Details
Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Entrepreneurship; Partners and Partnerships; Strategy; Business Strategy; Web Services Industry
Related
  • 01 Sep 2018
  • News

Ask the Expert: Delivering the Goods

relevant? —Rodrigo Abdalla (PLDA 15, 2014) REISNER: If, in spite of regulatory and political pressures, the USPS is permitted to build a long-term, trusted relationship with its carriers and customers, it can continue to change to meet... View Details
Keywords: Jen McFarland Flint
  • 02 Jan 2018
  • News

Reconsidering Retirement

fiduciary standard for clients. Rebalance now has $525 million under management, but the real satisfaction comes from seeing clients discover a smarter way to save for retirement. “Our clients are smart, and they know that something... View Details
Keywords: April White; Securities, Commodities, and Other Financial Investments; Finance
  • Research Summary

Overview

By: Rob Markey
Most companies' leaders declare their commitment to delivering value to customers. Many have adopted language such as "customer-centric" or "customer-obsessed." Companies that consistently earn top marks for customer loyalty in their industry deliver total shareholder... View Details
Keywords: Customer Base Analysis; Customer Lifetime Value; Customer Experience; Customer Loyalty; Service Profit Chain; Management Accounting; Project Evaluation And Resource Allocation; Customer Value and Value Chain; Customer Satisfaction; Valuation; Customer Focus and Relationships
  • 26 Mar 2019
  • Working Paper Summaries

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

Keywords: by Michelle A. Shell and Ryan W. Buell; Health
  • 01 Jun 2020
  • What Do You Think?

Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?

habits are changing with the coronavirus pandemic one they leave Amazon, they may be reluctant to return.” “Bac” expressed the following concern: “Amazon better worry about its relationship with law enforcement and facial recognition... View Details
Keywords: by James Heskett; Retail
  • Web

2.5 Disciplinary Outcomes & Sanctions | MBA

Probation (see above) Community service and/or restitution to return/reestablish relationship with HBS Prohibition from attending recruiting, social, and other HBS-sponsored events Loss of elected leadership roles Denial to participate in... View Details
  • Teaching Interest

Overview

By: Rob Markey

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
  • Web

How to onboard recently graduated MBAs - Recruiting

perspectives, new dimensions — and sometimes new challenges — are naturally introduced: evolving what is familiar means that establishing and promoting shared expectations can become more complex. To reduce friction and increase mutual View Details
  • 01 Jun 2022
  • News

Blissful Thinking

that they make, for example, is believing that they’ll actually find satisfaction through money, power, and fame. Sooner or later, they become a success addict. If you’re an alcoholic, you can’t actually drink so much alcohol that you’re... View Details
Keywords: Dan Morrell; illustration by Dan Winters
  • 16 Jul 2024
  • Blog Post

Driving Positive Impact on Community and Climate with Ben Schutzman (MBA 2016)

to supporting municipalities through the life of their assets and relationship with Highland. It’s a complex job, but immensely rewarding job to balance the cost control at the backend, while still delivering an exceptional service to our... View Details
  • 18 Dec 2007
  • First Look

First Look: December 18, 2007

  Working PapersHappiness, Contentment and Other Emotions for Central Banks Authors:Rafael Di Tella and Robert MacCulloch Abstract We show that data on satisfaction with life from over 600,000 Europeans are negatively correlated with the... View Details
Keywords: Martha Lagace
  • 11 Mar 2001
  • Research & Ideas

Wired and Black: Focus on Careers

Black: Career Development in the New Economy," said newly minted MBAs should be able to learn quickly, handle problems, and build relationships with coworkers over workplace divisions. The panelists also advised students to know the... View Details
Keywords: by Carrie Levine
  • 14 May 2020
  • Blog Post

A PRIDE Farewell

very own @prideathbs accounts.  Re-established a working relationship with the HBS LGBT Alumni Association to further club recruiting efforts.  Attended the Reaching Out MBA Conference in Atlanta where several of our members landed... View Details
  • May 2011
  • Article

Think Customers Hate Waiting? Not So Fast...

By: Ryan W. Buell and Michael I. Norton
Managers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there's a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The... View Details
Keywords: Customer Relationship Management; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction
Related
  • 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
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
Related
  • 18 Jun 2024
  • Blog Post

Alumni Career Journey: Ben Schutzman (MBA 2016) - Driving Positive Impact on Community and Climate

to supporting municipalities through the life of their assets and relationship with Highland. It’s a complex job, but immensely rewarding job to balance the cost control at the backend, while still delivering an exceptional service to our... View Details
  • 25 Aug 2022
  • News

Case Study: Sound Check

provide good information. Sites have to provide robust online experiences if they want to create strong bonds and real relationships with their customers, he adds. The Question: So far LS has signed on mid-size businesses that generate... View Details
Keywords: Management, Scientific, and Technical Consulting Services; Professional Services
  • 17 Sep 2001
  • Research & Ideas

Let Customers Call the Shots

technologies could be used to create a captive one-to-one relationship between firms and consumers, so that customers could literally be viewed as assets. We should start to realize that things are not that simple. Ultimately, a... View Details
Keywords: by Martha Lagace
  • 10 Nov 2008
  • What Do You Think?

How Much Can You Ask of Your Customers?

referrals of new customers, ideas for new products or processes, or even help in the selection of its frontline employees. Of greater significance than satisfaction or even the willingness to recommend the organization to others, these... View Details
Keywords: by Jim Heskett