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Show Results For
- All HBS Web
(224)
- People (1)
- News (46)
- Research (163)
- Events (1)
- Multimedia (1)
- Faculty Publications (72)
- 29 Jan 2019
- First Look
New Research and Ideas, January 29, 2019
they had never done so before? The credit card business included a popular loyalty program and GPS leadership was very focused on customer engagement and experience for program enrollees, but how best to do... View Details
Keywords: Dina Gerdeman
- 07 Aug 2018
- First Look
New Research and Ideas, August 8, 2018
developed a strong reputation among consumers due in part to its Membership Rewards (MR) loyalty program, first established in 1991. Through MR, all Amex cardholders could accumulate and redeem “points” based on how much they spent, while... View Details
Keywords: by Sean Silverthorne
- 05 Dec 2017
- First Look
First Look at New Research and Ideas, December 5, 2017
sustainably differentiated the company from its competitors. For instance, the adoption of fleet management resulted in customer loyalty levels five times higher than under the dominant business model Hilti... View Details
Keywords: Sean Silverthorne
- 13 Mar 2018
- First Look
March 13, 2018
a novel customer rewards and loyalty app that has already gained commercial traction? Having nearly reached the end of Hatch’s runway, should he accept his partners’ offers to fund another Hatch vehicle, or... View Details
Keywords: Sean Silverthorne
- 04 Oct 2011
- First Look
First Look: October 4
officer and leader of the design team charged with overseeing a major upgrade of the company's proprietary customer loyalty platform. Davide has kept tight control on the development process and has not... View Details
Keywords: Sean Silverthorne
- 13 Nov 2012
- First Look
First Look: November 13
813-019 The case centers on the dilemma faced by Carlo Fontana, the owner-operator of a small chain of two four-star urban hotels located in Lugano, Switzerland, and the other in Milan, Italy. Having developed an extensive customer... View Details
Keywords: Sean Silverthorne
- 02 Oct 2015
- News
The ‘F’ Word
the fastest-growing competitive local exchange carrier in the world, adding 500,000 customers in 10 months, and the stock price tripled. Then we learned that 40 percent of our customers couldn’t pay their... View Details
Keywords: Walt Disney Studios
- 01 Feb 1998
- News
Running Up the Score
of big money in the world of sports seems to have aggravated public disenchantment with many aspects of the professional game, from high ticket prices to athletes' personal behavior. That does not bode well long term for an industry that must attract and maintain View Details
Keywords: Garry Emmons
- 01 Sep 2014
- News
Afghanistan’s Hope and Light
employer (1,100 workers) and biggest taxpayer ($500 million and counting). “If we treated the Afghans with respect, it would create a brand loyalty and empathy they’d never had a chance to experience before,” Khoja says of the company’s... View Details
Keywords: Julia Hanna
- Person Page
Media
Media
This lists media reports covering my firm dollarDEX Investments or me (or my colleagues), or columns written by me (or my colleagues). There are all... View Details
- 01 Dec 2010
- News
The Transformers
idea was to take the best thinking of the for-profit sector and customize it in ways that would actually make it useful for nonprofits,” recalls Bradach. “We really were in uncharted territory and learning as much as we were teaching,”... View Details
- 01 Dec 1998
- News
Managing the Business of Life
HBS in 1984. "My biggest priority has always been to ensure that my career and family life function harmoniously together," says Middlebrooks, who is now a controller for Chrysler's MOPAR Parts Division. "I love what I do at Chrysler and feel a very strong View Details
- 01 Dec 2016
- News
Alumni Books of 2016
companies are converting the delivery of their offerings to the as-a-service model. The next disruption will focus less on the delivery model and more on the value delivered. Bernshteyn’s value-as-a-service model is the simple idea that measurable value delivered for... View Details
- 22 Jun 2021
- Research & Ideas
The COVID-19 Mutiny: When Teams Leave and Take Their Clients
or colleagues to move with them to NewCo. Until they are employed by you, they have a duty of loyalty to OldCo. You can—and should—introduce them to senior management, analyze the market, assess your goals, and prepare them as much as... View Details
- 28 Oct 2014
- First Look
First Look: October 28
"food deserts"-areas with limited access to affordable and nutritious food. In pursuit of these initiatives, the company's rapid entry into a heterogeneous set of new markets necessitated a reexamination of its store format, target View Details
Keywords: Carmen Nobel
- 08 Jun 2010
- First Look
First Look: June 8
extract maximum value from technologies such as point-of-sale scanners and customer loyalty cards. Highly readable and compelling, The New Science of Retailing is your playbook for turning all that data into... View Details
Keywords: Martha Lagace
- 14 Mar 2019
- News
The Merchant of Osaka
inventory problems and dire financial crises—and whatever the symptom, the root cause was usually that the company had lost touch with its customers. “It’s one of the main reasons the country continues to fall behind,” she says. Her job was to go in, determine what the... View Details
Keywords: Health, Social Assistance
- Web
Print View - Course Catalog
stories in authentic ways. Firms are aggressively buying consumers’ brand loyalty at the same time they are firing their customers. Customer relationship management (CRM) investments have failed to deliver... View Details