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  • March 2011
  • Exercise

Customer Intelligence Advantage: Module 2 Assignment

By: F. Asis Martinez Jerez
This exercise directs students to analyze a customer-centric firm by first understanding the elements that characterize a customer-centric organization, then by capturing and comparing this firm's approach to customer-centricity. Students interview three levels in the... View Details
Keywords: Business Units; Customer Focus and Relationships; Customer Satisfaction; Employees; Knowledge Sharing; Knowledge Use and Leverage; Leadership; Competitive Advantage
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  • 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
  • 06 Aug 2020
  • Research & Ideas

Who Will Give You the Best Professional Guidance?

frequency of promotions, employee satisfaction surveys, and external recognition as leaders and contributors. Learn more about how internal coaching and talent and development is evolving inside organizations. Therapist What used to be... View Details
Keywords: by Julia B. Austin
  • 07 Nov 2005
  • What Do You Think?

Is Less Becoming More?

niches. They report that "nearly 70 percent of managers admit that excessive complexity is raising their costs and hindering their profit growth." In other words, there is a trade-off between innovation and complexity on the one hand and profitable View Details
Keywords: by James Heskett; Consumer Products
  • April 2008
  • Exercise

Exercise: Customer-Operator Letter Writing

By: Frances X. Frei
The exercise involves having students write letters to an organization of their choice describing their operating experience at a detailed level. The companies' responses are paired with the students' letters and the entire collection is made available to the class.... View Details
Keywords: Customer Relationship Management; Customer Satisfaction; Customer Value and Value Chain; Knowledge Sharing; Knowledge Use and Leverage; Performance Improvement
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  • 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
  • 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
  • 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
  • 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
  • September 1999 (Revised September 1999)
  • Case

Convergys Corporation

By: Stephen P. Bradley and Kelley Porter
Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For... View Details
Keywords: Customer Focus and Relationships; Customer Satisfaction; Growth and Development Strategy; Management Practices and Processes; Service Delivery; Service Operations; Strategy; Competitive Strategy; Corporate Strategy; Information Industry; Service Industry
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  • 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
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  • 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
  • 10 Jun 2013
  • Research & Ideas

How Numbers Talk to People

primary appeal of Expedia had become convenience—and change/cancel fees were not convenient. Analysts looked at customer satisfaction rates, and they were particularly low for customers who had to pay the fees. Expedia's call center... 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
  • September 1999 (Revised February 2004)
  • Case

Juice Guys (B)

By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details
Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry
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  • 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
  • 01 Feb 1997
  • News

OPM Celebrates 21st Anniversary at Gala Florida Reunion

celebratory fireworks. "We've always thought of OPM as a family, so it's wonderful to see all the families here tonight," he noted. "The friendships and relationships that are reinforced by class reunions are always fruitful, and we hope... View Details
  • 02 Nov 2020
  • What Do You Think?

Is Antitrust Just a Quaint Notion in the Digital Age?

etc.” Several responses questioned whether there was damage to the consumer, often at issue in antitrust. As Shoshanna Zuboff pointed out, in “free” high-tech services, the consumer benefits and resulting satisfaction are highly visible;... View Details
Keywords: by James Heskett; Retail; Technology; Telecommunications; Communications; Consumer Products; Service
  • 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