Customer Specificity - Publications - Faculty & Research

06 Sep 2022
Blog Post

Student Spotlight: Summer Internships in Business & Environment

investment solutions ranging from green bonds and renewable infrastructure to thematic strategies that allow clients to align their capital with specific ESG outcomes. The Sustainable Investing team is responsible for ESG integration in... View Details

01 Jun 2023
News

Curb Appeal

historically used tonnage per truck, per route, as its principal metric of success, TrashDash gathers data on everything from the nature of customer complaints to the number of hours that garbage sits on the curb. Tisch modeled the system... View Details

Keywords: Alexander Gelfand; photography by Vance Jacobs; Justice, Public Order, and Safety Activities; Government

13 Mar 2023
Research & Ideas

The Power of Personal Connections: How Shared Experiences Boost Performance

formed a relationship. The authors chose to focus on patient ratings of specialists instead of specific medical outcomes because they assess an “important dimension of quality” that transcends the clinical boundaries of medical... View Details

Keywords: by Rachel Layne; Health

27 Oct 2002
Research & Ideas

Want a Happy Customer? Coordinate Sales and Marketing

To other functional departments such as finance and operations, the sales and marketing functions look alike. After all, they are both "outward looking," focused on the customer and the market. But, creating a strong marketing... View Details

Keywords: by Benson Shapiro

June 2012
Case

Buro Happold (Abridged)

By: Robert G. Eccles and Ryan Johnson

In 1996, Ted Happold, the founder of the engineering services firm Buro Happold, passed away, and Padraic Kelly became the firm's new managing director (MD). One of his first initiatives was "Aim for Growth," which was intended to help the firm grow beyond its current... View Details

Keywords: Learning And Development; Managing Growth; Organizational Design; Diversification; Client Management; Leadership Skills; Entrepreneurship; Growth and Development Strategy; Leadership Development; Management Skills; Training; Programs; Customer Relationship Management

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28 Jan 2020
Book

Advanced Leadership Requires More Than Outside-The-Box Thinking

help people achieve their own goals. It can’t be about the leader alone. And the more there are some specific demonstrations to point to, the more a leader awakens hope and ensures belief. Change requires a belief in possibility.... View Details

Keywords: by Sean Silverthorne

24 Jan 2011
HBS Case

Terror at the Taj

clearer sense of what it takes to build a particular culture and value system and how to recruit, train, and reward employees in nonmonetary ways. "It's all of those very specific things that build a customer-centric culture in an... View Details

Keywords: by Julia Hanna; Accommodations

30 Nov 2022
Research & Ideas

Recruiters: Highlight Your Company’s Diversity, Not Just Perks and Pay

11-week-long field experiment in 2021 with 178,862 customers of Zippia, a career service agency. Customers seeking job postings received an email containing several recommended positions and basic... View Details

Keywords: by Sean Silverthorne

16 Nov 2010
First Look

First Look: November 16, 2010

founder should do when faced with a supplier who is trying to bypass WildChina to reach customers directly—a common problem faced by intermediaries. Purchase this case:http://cb.hbsp.harvard.edu/cb/product/811019-PDF-ENG Dubai Duty Free... View Details

Keywords: Sean Silverthorne

17 Nov 2015
First Look

November 17, 2015

prowess, productivity, and ultimately prosperity. This chapter describes recent work in economics and management scholarship on how firms grow, with specific focus on questions surrounding the types of innovations that large and small... View Details

Keywords: Sean Silverthorne

Web

Credential of Leadership, Impact, and Management in Business | HBS Online

Customize your curriculum Access a select network of like-minded leaders Experience exclusive course content Gain real-world insights from business experts Apply your learning through a capstone 7 Courses Credential of Leadership, Impact,... View Details

14 Oct 2021
In Practice

Reunited and It Feels (Not) So Good: Tips for Managing a Rocky Return

this period of renaissance, and the fiercest labor market in recent memory, companies should take steps to redefine the purpose of the office as a tool rather than a destination. For example, the office can become a tool to enhance View Details

Keywords: by Kristen Senz

Web

HBS Alumni Conference: Accelerating Climate Solutions - Alumni

finance panel, this interactive discussion will aim to shed light on gaps in the capital stack that already—or will soon—slow or obstruct progress on climate solutions. Together we will crowdsource ideas to understand themes, articulate View Details

11 Mar 2019
Research & Ideas

Branding Sells Cereal, Handbags, and Vacations. Can It Sell a Country?

there’s no one-size-fits-all strategy. Capturing a city’s unique spirit and complex tapestry requires a custom approach. That said, many of the branding rules that apply to soda, clothes, and cars, also apply to places: Understand the... View Details

Keywords: by Danielle Kost; Tourism

12 Feb 2019
First Look

New Research and Ideas, February 12, 2019

(Study 1). A second set of studies points to the specificity of the effect: Study 2A shows that it is unique to the (innocent) messenger and not mere bystanders. Study 2B shows that it is distinct from merely receiving information that... View Details

Keywords: Dina Gerdeman

10 Oct 2023
Blog Post

Policy Drivers for Environmental Justice: What Businesses Need to Know

Inflation Reduction Act of 2022 (IRA), breaking down specific programs and provisions included in relevant policy. Finally, it will dive into some examples of EJ as it is currently being applied by businesses, building out clear... View Details

12 Mar 2021
News

My Favorite Case

Edited by Jen McFarland Flint; illustration by Taylor Callery Scroll the main story to read all alumni submissions or jump to a specific case here: “Suzuki Samurai” Paige Arnof-Fenn (MBA 1991) “Johnson & Johnson: The Tylenol Tragedy”... View Details

Keywords: Business Schools & Computer & Management Training; Educational Services

22 Oct 2007
Research & Ideas

Bringing ‘Lean’ Principles to Service Industries

"waterfall" method in which each step of the process is completed in turn by a separate worker. By sharing mistakes across the process, the customer and project team members benefit individually and collectively from increased... View Details

Keywords: by Julia Hanna; Computer

17 Jun 2011
HBS Case

KFC’s Explosive Growth in China

crucial social skills for young adults who grew up in single-child households, creates lifelong Yum! Brands customers, and develops a culture of customer service in a country where there was none. The restaurant management program is... View Details

Keywords: by Maggie Starvish; Food & Beverage

Web

Globalization - Faculty & Research

Business Review Digital Articles When tariffs are levied against a specific country, that country might attempt to circumvent the tariff by rerouting products through a third country to avoid the higher taxes. Research in the aftermath of... View Details

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