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Show Results For
- All HBS Web
(6,257)
- People (3)
- News (1,340)
- Research (4,162)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,895)
- 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
- 13 Feb 2019
- News
Want Digital Disruption? Decouple the Customer Experience
- 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
- 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.
- July 2007 (Revised April 2008)
- Teaching Note
Zipcar: Influencing Customer Behavior (TN)
By: Frances X. Frei
Unlock the Mysteries of Your Customer Relationships
Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: People now expect companies... 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.
- 28 Feb 2022
- News
How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels
- 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
- 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
- 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.
- 19 Nov 2018
- Video
Transforming Customer Experiences - Webinar
- 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.
Unlocking the Customer Value Chain
“Thales Teixeira brings a brilliant and incisive intellect—blending fundamental insights with practical guidance—to the urgent question of digital transformation. In the book, he gives us a roadmap for winning the right customers, and for keeping them, amidst... View Details
National Customer Orientation: An Empirical Test across 112 Countries
Customer orientation is a central tenet of marketing. However, less is known about how customer orientation varies across countries and time. Mintz, Currim, and Deshpandé (Eur. J. Mark., 56: 1014–1041, 2022) propose a country-level construct, national customer... View Details
- Awards
Berry-AMA Book Prize for the Best Book in Marketing
By: Sunil Gupta
Winner of the 2006 Berry-AMA Book Prize for the Best Book in Marketing for Managing Customers as Investments: The Strategic Value of Customers in the Long Run (Wharton School Publishing) with Donald R. Lehmann. View Details
- 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