Publications

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

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

Keywords: by Jim Aisner; Retail

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

28 Feb 2022
News

How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

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

July 2007 (Revised April 2008)
Teaching Note

Zipcar: Influencing Customer Behavior (TN)

By: Frances X. Frei

Keywords: Customers; Behavior; Transportation Industry

November 2004
Article

Bringing Customers Into the Boardroom

By: Gail J. McGovern, David Court, John A. Quelch and Blair Crawford

Register to Read

“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

Article

When Customers Help Set Prices

By: Marco Bertini and Oded Koenigsberg

April 2019
Supplement

Selecting Customers that Will Succeed

By: Robert L. Simons

19 Nov 2018
Video

Transforming Customer Experiences - Webinar

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

Keywords: Customer Satisfaction; Customer Value and Value Chain; Consumer Behavior; Product Design; Social and Collaborative Networks; Value Creation

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

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

Conference Presentation

Building and Leading Customer Centric Organizations

By: Ranjay Gulati

Keywords: Organizations; Customer Focus and Relationships