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Show Results For
- All HBS Web
(6,353)
- People (3)
- News (1,318)
- Research (4,067)
- Events (13)
- Multimedia (77)
- Faculty Publications (2,828)
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- February 2024
- Case
SundaySky: Changing Customer Experiences through Personalized Video
By: David C. Edelman and James Barnett
In June 2023, SundaySky CEO Jim Dicso considers growth strategies. The software-as-a-service company provided software to create advertising videos, customer service videos, and other videos, like employee training modules, and had begun to pilot a new generative... View Details
Keywords: Advertising; Strategy; Technology Adoption; AI and Machine Learning; Applications and Software; Growth and Development Strategy; Advertising Industry; Technology Industry; United States
Edelman, David C., and James Barnett. "SundaySky: Changing Customer Experiences through Personalized Video." Harvard Business School Case 524-013, February 2024.
- July 2023 (Revised February 2024)
- Supplement
Managing Customer Retention at Teleko
By: Eva Ascarza
This exercise aims to teach students about 1)Targeting Policies; and 2)Algorithmic decision making, 3) Retention management. View Details
- 1993
- Chapter
Customer Relationships in the 1990s
By: D. B. Crane
Keywords: Customer Focus and Relationships
- October 2009 (Revised June 2011)
- Case
Zappos.com 2009: Clothing, Customer Service, and Company Culture
By: Frances X. Frei, Robin J. Ely and Laura Winig
On July 17, 2009, Zappos.com, a privately held online retailer of shoes, clothing, and other soft line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its board of directors' approval to offer to merge the two companies.... View Details
Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Decision Choices and Conditions; Governing and Advisory Boards; Service Delivery; Organizational Culture; Internet and the Web; Valuation; Apparel and Accessories Industry; Retail Industry
Frei, Frances X., Robin J. Ely, and Laura Winig. "Zappos.com 2009: Clothing, Customer Service, and Company Culture." Harvard Business School Case 610-015, October 2009. (Revised June 2011.)
- 2014
- Chapter
Customer Experience and Service Design
By: Uday S. Karmarkar and Uma R. Karmarkar
While services already dominate economic activity in all major economies in the world, there has been curiously little investigation into many aspects of service management. For example, while product design and development have received a great deal of attention, the... View Details
Keywords: Service Design; Service Management; Product Design; Service Operations; Customer Satisfaction; Service Industry
Karmarkar, Uday S., and Uma R. Karmarkar. "Customer Experience and Service Design." Chap. 7 in Managing Consumer Services: Factory or Theater? edited by Enzo Baglieri and Uday Karmarkar, 109–130. Springer, 2014.
- 28 Feb 2022
- Research & Ideas
How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels
Hotels, restaurants, and other businesses in the service industry often thrive or die depending on whether they provide exemplary customer service, but new research shows that the color of a customer’s skin can determine whether the... View Details
Keywords: by Pamela Reynolds
- July 2007 (Revised April 2008)
- Teaching Note
Zipcar: Influencing Customer Behavior (TN)
By: Frances X. Frei
- Article
When Customers Help Set Prices
By: Marco Bertini and Oded Koenigsberg
Bertini, Marco, and Oded Koenigsberg. "When Customers Help Set Prices." MIT Sloan Management Review 55, no. 4 (Summer 2014): 57–64.
- April 2019
- Supplement
Selecting Customers that Will Succeed
By: Robert L. Simons
Simons, Robert L. "Selecting Customers that Will Succeed." Harvard Business School Multimedia/Video Supplement 119-708, April 2019.
- November 2004
- Article
Bringing Customers Into the Boardroom
By: Gail J. McGovern, David Court, John A. Quelch and Blair Crawford
McGovern, Gail J., David Court, John A. Quelch, and Blair Crawford. "Bringing Customers Into the Boardroom." Harvard Business Review 82, no. 11 (November 2004): 70–80.
- 06 May 2002
- Research & Ideas
A Toolkit for Customer Innovation
"Listen carefully to what your customers want and then respond with new products that meet or exceed their needs." That mantra has dominated many a business, and it has undoubtedly led to great products and has even shaped... View Details
Keywords: by Stefan Thomke & Eric Von Hippel
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
Breakthrough Service is Different.” What is your definition of breakthrough service, and why is it different? Sasser: Breakthrough services are those that provide extraordinary results and a high-quality experience for customers and... View Details
- 2009
- Chapter
Creating Superior Customer Value in a Connected World
By: Ranjay Gulati
"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details
- 16 Jun 2020
- Research & Ideas
Your Customers Have Changed. Here's How to Engage Them Again.
The coronavirus shock has disrupted more than jobs, supply chains, and financial markets. Your customer has changed fundamentally, too. The number one task for many companies now is discovering where their B2C and B2B View Details
- August 1998
- Teaching Note
Pillsbury: Customer Driven Reengineering TN
By: Robert S. Kaplan
Teaching Note for (9-195-144). View Details
Keywords: Food and Beverage Industry
- May 2005
- Class Lecture
Managing Markets, Segments, and Customers
By: Das Narayandas
Narayandas, Das. "Managing Markets, Segments, and Customers." Harvard Business School Class Lecture 505-079, May 2005.
- 09 Apr 2001
- Research & Ideas
The Manager’s Guide to Communicating with Customers Collection
Are you reaching your customers? The key is knowing who they are and what they want To appeal to retail customers you need to understand what makes them tick. What better way to do that than by studying actual consumer behavior? A great... View Details
- February 2021
- Supplement
Customer Lifetime Social Value (CLSV)
By: Elie Ofek, Barak Libai and Eitan Muller
- February 2021
- Teaching Note
Customer Lifetime Social Value (CLSV)
By: Elie Ofek, Barak Libai and Eitan Muller
- January 2013 (Revised April 2015)
- Case
Affinity Labs: Valuing Customer Growth
By: Joseph B. Lassiter III and Elizabeth Kind
In November 2006, Chris Michel left Military.com, which he founded in 1999, to start Affinity Labs, a global network of online communities. That month, Michel raised a Series A round of venture funding and established a partnership with Monster, which he had sold... View Details
Keywords: Mergers and Acquisitions; Business Startups; Entrepreneurship; Demand and Consumers; Partners and Partnerships; Social and Collaborative Networks; Online Technology
Lassiter, Joseph B., III, and Elizabeth Kind. "Affinity Labs: Valuing Customer Growth." Harvard Business School Case 813-147, January 2013. (Revised April 2015.)