Customer Service - Publications - Faculty & Research

04 Mar 2014
First Look

First Look: March 4

market for psychologists, in which stable matchings exist for all years of the data, despite the presence of couples. August 2013 Harvard Business Review Choosing the Right Customer By: Simons, Robert Abstract—Companies that win in... View Details

Keywords: Sean Silverthorne

22 Apr 2008
News

The Next Harvard Square? Really?

warehouse has been next door to us forever. And what will become of Herb Goodman’s Auto Sales and his smiley-face sign in this new order of things? When my office on the third floor of Teele Hall looked out on Herb and his dealings, I could take a moment here and there... View Details

Keywords: Educational Services; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services

13 Aug 2014
Lessons from the Classroom

Managing the Family Business: Entrepreneurs Needed for Long-Run Success

business reasons and family reasons why we think this is true. The Business Reasons In today's competitive environment of rapid technological change and quickly evolving industries, it doesn't pay to become too attached to current lines of business or methods for... View Details

Keywords: by Michael J. Roberts

01 Jun 2020
News

Staying the Course

a necessary first step in meeting the increasing demand for online educational tools. The newly remote DreamBox team decided to shift its focus to support, providing customer service not just for the 130,000... View Details

Keywords: April White; online education

21 Aug 2019
Blog Post

Leveraging Academic Opportunities to Attain My Post-HBS Job

company I was considering joining after school. Enter Plaid. Plaid is a startup that enables businesses to access their users’ financial information by streamlining the connection to their users’ bank accounts. This service is not only... View Details

12 May 2016
News

Food Rescue Is on a Mission

models are very powerful,” he explains. “We have trucks that do deliveries, but the innovation is in how we are able to suit local needs, with many different collection models customized for local circumstances.” For Carson, a founder of... View Details

Keywords: Jill Radsken

13 Aug 2024
Op-Ed

Can AI Save Physicians from Burnout?

procedure performed or patient seen, without explicit rewards for the quality of the services rendered. This model translates internally into an incentive system that prioritizes patient volume over patient value. That is, physicians are... View Details

Keywords: by Susanna Gallani, Lidia Moura, and Katie Sonnefeldt; Health

13 Jun 2017
News

Finding Common Ground

company seem bigger than it actually was. He was almost discovered when a Japanese customer arrived in the United States and insisted they meet and go to dinner. Two years shy of legal drinking age, Crespin spent the evening in mortal... View Details

Keywords: Ralph Ranalli

02 Jul 2012
Research & Ideas

Why Good Deeds Invite Bad Publicity

robust direct link between CSR and financial performance” It is true that in areas such as environmentally sustainable practices, customers have been willing to pay responsible producers a premium for products; take organic cotton, for... View Details

Keywords: by Michael Blanding; Energy

20 Feb 2020
Blog Post

Know Your Audience – Recruiting HBS Students for Technology

services and software space has been consistently strong. Students are also joining technology companies that overlap in retail, heath care, and other direct to consumer industries as they find roles in companies that align directly with... View Details

Keywords: Technology

26 May 2015
First Look

First Look: May 26

parents, students, and educators experience the school day. Ventilla focuses on three aspects: 1) using technology to reduce operational costs of the traditional school; 2) intense focus on customer service... View Details

Keywords: Sean Silverthorne

2024
Book

The Everything Token: How NFTs and Web3 Will Transform the Way We Buy, Sell, and Create

By: Steve Kaczynski and Scott Duke Kominers

We demystify the coming digital revolution, showing how NFTs will transform our online and offline interactions.

NFTs aren’t just pictures on the internet, or a fad that has come and gone. Rather, they’re a new technology for creating digital assets and... View Details

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Maggie Sanchez (MBA 1990) on Purpose-Driven Board Leadership - Blog: RGE Report

focused on giving back by helping boards embrace change. Before joining a corporate board, Sanchez was on 11 advisory boards of technology startups and served on the Rio 2016 Olympics and Paralympics nonprofit board. This way, by the time public board View Details

01 Sep 2013
News

A Focus on You

To sweeten the deal, we have something big to offer in exchange. Beginning this month, HBS is launching a brand-new Alumni website, featuring personalized content delivery (based on your profession and unique interests), customized events... View Details

Keywords: Educational Services; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services

01 Jun 2013
News

Collective Wisdom

and gain energy. A company like SAP has realized that relying on communities is a way to build support for features that customers will value, instead of blindly pushing out solutions and hoping for buy-in. It's a matter of firms... View Details

Keywords: crowdsourcing; Educational Services; Educational Services; Educational Services; Educational Services

09 Apr 2014
Research & Ideas

A Playbook for Small-Business Job Creation

Rather than depend on credit scores, the company uses its own algorithm to analyze data including bank transactions, sales, and customer reviews. Potential borrowers fill out applications online, automatic decisions are made in a matter... View Details

Keywords: by Carmen Nobel; Financial Services; Financial Services

26 Feb 2008
First Look

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

01 Feb 1997
News

Shaping the Future of Business: Entrepreneurial Evolution at HBS

Marketing; Entrepreneurship, Creativity, and Organization; Real Property Asset Management; Venture Capital and Private Equity; Entrepreneurship in the Social Sector; and Running and Growing the Small Company. Several related courses include View Details

Keywords: Nancy O. Perry and Susan Young; profiles by Garry Emmons

29 Jun 2015
HBS Case

Consumer-centered Health Care Depends on Accessible Medical Records

in information analytics, attempting to get their arms around the wide array of patient data. Government incentives are helping the push. In 2011, the US Centers for Medicare and Medicaid Services established incentives for doctors'... View Details

Keywords: by Dina Gerdeman; Health; Technology

28 May 2012
Research & Ideas

A Pragmatic Alternative for Creating a Corporate Social Responsibility Strategy

have a clear idea of why it is involved in CSR and the expected outcomes. They should know whether CSR benefits the brand, boosts the reputation of the business, affects customer retention, reduces waste, or provides a boost to employee... View Details

Keywords: by Dina Gerdeman

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