Customer Test - Publications - Faculty & Research

July 2021 (Revised July 2022)
Case

Brigham & Women's Hospital: Using Patient Reported Outcomes to Improve Breast Cancer Care

By: Robert S. Kaplan, Navraj S. Nagra and Syed S. Shehab

Dr. Andrea Pusic, breast cancer reconstruction surgeon, wants to extend outcomes measurement beyond traditional surgical metrics of infections, complications, and survival rates. The case describes her development of a new mobile phone app, which collects patients’... View Details

Keywords: Health Care and Treatment; Outcome or Result; Cost Management; Activity Based Costing and Management; Mobile and Wireless Technology; Health Testing and Trials; Surveys; Health Industry; Boston

Citation

Educators

Purchase

07 Jul 2008
Research & Ideas

Innovation Corrupted: How Managers Can Avoid Another Enron

for natural gas, and to create derivative supply contracts that could help customers manage the risks of demand volatility and price swings more effectively than before. In this way, Skilling and his colleagues solved a major contracting... View Details

Keywords: by Martha Lagace; Energy; Utilities

20 Jan 2010
First Look

First Look: Jan. 20

strategy, creating high levels of customer satisfaction, or motivating people to navigate complex matrix organizations. Download the paper: http://www.hbs.edu/research/pdf/10-051.pdf Substitution Patterns of the Random Coefficients Logit... View Details

Keywords: Martha Lagace

16 May 2023
In Practice

After Silicon Valley Bank's Flameout, What's Next for Entrepreneurs?

Entrepreneurship Jeffrey Bussgang: Expect R&D investment to be curtailed The SVB collapse had a profound impact on the startup ecosystem. SVB has been a trusted and beloved partner to startup founders and VCs for 40 years. My firm, Flybridge, has been a loyal SVB... View Details

Keywords: by Avery Forman; Technology; Financial Services

01 Oct 2001
Research & Ideas

How To Make Restructuring Work for Your Company

hospital business and a health insurance business, management decided to split the businesses apart through a corporate spin-off because it realized the businesses were strategically incompatible—the customers of one business were... View Details

Keywords: by Stuart C. Gilson

30 Jan 2020
Research & Ideas

The Upside of Highlighting a Product's Downsides

later? At least in some cases, the answer is yes, according to Harvard Business School researchers who tested the effects of highlighting a product’s trade-offs with almost 400,000 customers of Australia’s... View Details

Keywords: by Danielle Kost

21 Mar 2019
HBS Case

The Ferrari Way

drivers in pure, unadulterated pleasure. “The overarching goal is to create an experience—a sensual experience,” says Harvard Business School Professor Stefan Thomke, who wrote a case study about the company in 2018. While many companies talk about creating a View Details

Keywords: by Michael Blanding; Auto

21 Apr 2015
First Look

First Look: April 21

Campaign and the Upside of CEO Activism By: Chatterji, Aaron, and Michael Toffel Abstract—When Starbucks CEO Howard Schultz asked his baristas to engage customers in a discussion about race in America, it was a clear case of the growing... View Details

Keywords: Carmen Nobel & Sean Silverthorne

Web

Business Fundamentals Course - CORe | HBS Online

Modules Business Analytics Beginning with basic descriptive statistics and progressing to regression analysis, you’ll implement analytical techniques in Excel and apply fundamental quantitative methods to real business problems—from performing A/B View Details

26 May 2022
HBS Case

Apple vs. Feds: Is iPhone Privacy a Basic Human Right?

and political issues,” says Nien-hê Hsieh, the Kim B. Clark Professor of Business Administration at HBS, who coauthored the case. Staking out a clear social position can actually help a company’s bottom line, boosting employee morale, making workers more productive,... View Details

Keywords: by Avery Forman

08 Sep 2022
Book

Gen Xers and Millennials, It’s Time To Lead. Are You Ready?

stories from his own work experiences and the careers of CEOs and nonprofit leaders who navigated challenges. His advice for emerging leaders: Discover yourself. Test your “crucibles” to find your moral compass and calling. For instance,... View Details

Keywords: by Lane Lambert

03 May 2016
First Look

First Look, May 3, 2016

employee perceptions of employment security. In particular, we exploit exogenous state-level changes in unemployment insurance benefits and test for partial unwinding of prior upward earnings management when benefits increase. An increase... View Details

Keywords: Sean Silverthorne

08 Sep 2014
Research & Ideas

The Strategic Way To Hire a Sales Team

integral to strategy execution, and Costco, where low price and product availability make selling activities less complex and variable. Or, more generally, think again about transaction versus solution customers in your pipeline,... View Details

Keywords: by Carmen Nobel

06 Dec 2022
Research & Ideas

Latest Isn’t Always Greatest: Why Product Updates Capture Consumers

associate professor at the University of Chicago. Consumers put on blindfolds The researchers performed dozens of experiments, using products ranging from gummy candy to dictionaries, and testing out labels such as “newer version,”... View Details

Keywords: by Michael Blanding; Consumer Products; Retail

18 Jun 2024
Research & Ideas

Central Banks Missed Inflation Red Flags. This Pricing Model Could Help.

increase. Additionally, this approach can better detect when prices start to decline, as firms are often cautious and slower to reduce prices once a crisis begins to subside, says Cavallo. What happens when food costs jump 20 percent? To View Details

Keywords: by Rachel Layne; Financial Services; Banking

10 Jun 2014
First Look

First Look: June 10

to 67.5% of standard. Customers who observed employees engaged in labor perceived greater effort, appreciated that effort, and valued the service more. Employees who observed customers felt more appreciated... View Details

Keywords: Sean Silverthorne

09 Jul 2020
Research & Ideas

It’s Time to Reset Decision-Making in Your Organization

price decreases segmented by customer and channel. Another hallmark of stressful situations is that they can lead to paralysis and inaction, what Nathan Furr calls “unproductive uncertainty.” He recommends three strategies for... View Details

Keywords: by Boris Groysberg and Sarah Abbott

Web

Online Business Analytics Course | HBS Online

Testing Interpreting A/B Tests Show Hide Details Concepts Designing and Performing Hypothesis Tests Improving the Customer Experience Featured... View Details

01 Dec 2023
News

Drop Everything, Read This

The Bookshelf Rick Rubin is one of the greatest music producers of all time. His book, The Creative Act: A Way of Being, is about the creative process and is based on his experiences with era-defining musicians. He encourages the reader to be open to clues and... View Details

Keywords: Publishing Industries (except Internet); Information

Web

Building Iconic Brands and Brighter Futures: Interview with Glossier CEO, Kyle Leahy - Recruiting

didn’t plan out a career in beauty. Instead, she tested out different hypotheses and followed her curiosity. Some early stops in her career included internships at Merrill Lynch and Putnam, consideration of joining Teach for America or... View Details

Publications