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Show Results For
- All HBS Web
(10,215)
- People (28)
- News (2,535)
- Research (5,798)
- Events (71)
- Multimedia (100)
- Faculty Publications (3,948)
- 20 Jul 2012
- News
Use Social Media to Partner with Customers and Improve Service
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer Data—Use It
Future (Currency/Doubleday), focuses on share of customer: Using the insights about what makes your most loyal customers different to maximize the value of those relationships.... View Details
Keywords: by Jean Ayers
- 2009
- Book
Reorganize for Resilience: Putting Customers at the Center of Your Organization
By: Ranjay Gulati
In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies say they're "customer focused," but they don't deliver solutions to customers' thorniest problems. Why?... View Details
Keywords: Competency and Skills; Customer Focus and Relationships; Profit; Organizational Culture; Organizational Structure; Cooperation
Gulati, Ranjay. Reorganize for Resilience: Putting Customers at the Center of Your Organization. Harvard Business Press, 2009.
- June 1997
- Article
Customization or Conformity? An Institutional and Network Perspective on the Content and Consequences of TQM Adoption
By: Ranjay Gulati, James Westphal and Steve Shortell
Gulati, Ranjay, James Westphal, and Steve Shortell. "Customization or Conformity? An Institutional and Network Perspective on the Content and Consequences of TQM Adoption." Administrative Science Quarterly 42, no. 2 (June 1997): 366–394. (Winner of Academy of Management. Organization and Management Theory Division. Best Paper Award For the empirical or conceptual paper submitted to the Academy of Management annual meeting that offers a significant contribution to the field of organization and management theory presented by Academy of Management. Also appeared in the Academy of Management Best Papers Proceedings.)
- 2018
- Working Paper
Opportunistic Returns and Dynamic Pricing: Empirical Evidence from Online Retailing in Emerging Markets
By: Chaithanya Bandi, Antonio Moreno, Donald Ngwe and Zhiji Xu
We investigate how dynamic pricing can lead to more product returns in the online retail industry. Using detailed sales data of more than two million transactions from the Indian online retail market, where price promotions are very common, we document two types of... View Details
Keywords: Cash On Delivery; Dynamic Pricing; Online Retail; Payment Methods; Strategic Customer Behavior; Opportunistic Returns; Price; Policy; Consumer Behavior; Emerging Markets; Retail Industry
Bandi, Chaithanya, Antonio Moreno, Donald Ngwe, and Zhiji Xu. "Opportunistic Returns and Dynamic Pricing: Empirical Evidence from Online Retailing in Emerging Markets." Harvard Business School Working Paper, No. 19-030, September 2018.
- Web
Managing Customers for Growth - Course Catalog
HBS Course Catalog Managing Customers for Growth Course Number 1965 Associate Professor Eva Ascarza Fall; Q2; 1.5 credits 14 Sessions Project Overview: Without customers, there is no business! Managing View Details
- 15 Dec 2018
- News
The math wizard who became a customer loyalty scheme guru
- 05 Jun 2019
- News
When Customers Want to See the Human Behind the Product
- 2012
- Book
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
By: Frances Frei and Anne Morriss
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance—for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the... View Details
Frei, Frances, and Anne Morriss. Uncommon Service: How to Win by Putting Customers at the Core of Your Business. Cambridge: Harvard Business Review Press, 2012.
- 10 Jul 2017
- Op-Ed
Op-Ed: It’s a Bad Idea to Ban Customers From Recording Videos
Consumers delight in using smartphones to record their experiences and surroundings, but for businesses, such devices present tricky challenges. Suppose a customer encounters a hair in her food, a spill in an aisle, or a rude clerk.... View Details
- 25 Jun 2024
- News
On the Move: Alexis DePree (MBA 2007)
When Nordstrom announced the promotion of Alexis DePree (MBA 2007) to COO in early June, media outlets noted DePree’s expanded, end-to-end role in managing operations and customer experience in an increasingly complex retail environment.... View Details
- 01 Apr 2024
- In Practice
Navigating the Mood of Customers Weary of Price Hikes
businesses need to know in 2024. Alexander MacKay: Focus on finding balance Since 2021, as companies faced supply shocks and changes to demand in an inflationary period, executives have increasingly focused... View Details
- 20 May 2021
- News
Inflation Rate Calculator: Customize Your Own Consumer-Price Index
- June 17, 2016
- Comment
Companies Need to Start Marketing Security to Customers
By: John A. Quelch
Recent events in Orlando underscore an important marketing truth: consumer safety and security are mission critical. A popular nightclub, Pulse, known as a safe place for the LGBT community, is put out of business at least temporarily by a terrorist act. Not far away... View Details
Keywords: Consumer Safety; Public Safety; Brand Attraction; Risk Management; Safe Environment Benefit; Marketing Safety; Global Brands; Advertising; Change Management; Disruption; Volatility; Crime and Corruption; Customers; Music Entertainment; Animation Entertainment; Film Entertainment; Brands and Branding; Marketing Communications; Marketing Strategy; Product Marketing; Consumer Behavior; Problems and Challenges; Safety; Corporate Strategy; Business Strategy; Entertainment and Recreation Industry; Tourism Industry; Travel Industry; United States
Quelch, John A. "Companies Need to Start Marketing Security to Customers." Harvard Business School Working Knowledge (June 17, 2016). (Republished by Fortune.com as "What the Orlando Tragedies Can Teach Businesses" on June 20, 2016.)
- 09 May 2012
- News
Blackstone Counters Fee Pressure Via Custom Pension Deals
- August 2009
- Case
The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Co.
By: Willy C. Shih, Chen-Fu Chien, Chintay Shih and Jack Chang
When L.C. Tu receives an emergency order, he is confronted with a range of production scheduling choices, each of which has unique costs and trade-offs. The case was designed to help students understand job-shop style production and the impact of disruptions and... View Details
Keywords: Disruption; Customer Relationship Management; Decision Choices and Conditions; Cost; Order Taking and Fulfillment; Production; Semiconductor Industry; Taiwan
Shih, Willy C., Chen-Fu Chien, Chintay Shih, and Jack Chang. "The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Co." Harvard Business School Case 610-003, August 2009.
- 13 Jul 2016
- HBS Case
How Uber, Airbnb, and Etsy Attracted Their First 1,000 Customers
who have rides to offer. (Same idea as Airbnb, which connects people needing rooms with home-owners.) So to launch as a platform service, these companies need to find users on both the supply and demand sides. “Poaching View Details
- 2023
- Working Paper
No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate
By: Innessa Colaiacovo
Multi-location firms face a complex series of economic tradeoffs when deciding whether to implement
standard processes or allow processes to vary across establishments. One element of this tradeoff is customer
response. This paper explores customer reaction to a... View Details
Keywords: Consumer Behavior; Geographic Location; Policy; Health Pandemics; Retail Industry; United States
Colaiacovo, Innessa. "No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate." Harvard Business School Working Paper, No. 24-004, July 2023. (Revise and Resubmit to Journal of Economics and Management Strategy.)
- Forthcoming
- Article
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details
Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Communication Technology; Behavior; Customer Focus and Relationships; Trust; Satisfaction; Financial Services Industry
Kinch, Michelle A., and Ryan W. Buell. "Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact." Management Science (forthcoming). (Pre-published online March 31, 2025.)