customer engagement - Publications - Faculty & Research

01 Dec 2023
News

Drop Everything, Read This

is transferable to life on campus and a career beyond HBS. —Kartik Varma (MBA 2002) In Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect, Will Guidara describes a mindset around customer service and... View Details

Keywords: Publishing Industries (except Internet); Information

30 Jan 2020
Research & Ideas

The Upside of Highlighting a Product's Downsides

Administration. “Those who choose the offering will engage with it more.” Equally important, the researchers found that in this context, identifying negatives prominently had an “insignificant effect” on View Details

Keywords: by Danielle Kost

19 Sep 2023
Blog Post

2023 Summer Internships in Business & Environment

verification process, NetaCarbon helps pro-climate businesses to unlock their full potential by expanding revenue sources and customer reach, ultimately accelerating climate impact globally through the carbon market. Grace's role prior to... View Details

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Online Business Analytics Course | HBS Online

Analytics course helped to demystify statistics for me, rendering the subject matter approachable and appealing. The fabulous visualizations and graphics, combined with relevant and interesting case studies, brought the concepts to life in a stimulating and View Details

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Career Re-Entry & Flexible Work - Alumni

“returnship” programs Search online, or tap your networking community, for more formal programs or coaching engagements that can reinforce your search with outside support and help. There are many reasons alumni seek flexible or project... View Details

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Health Care - Faculty & Research

Care and Treatment ; Communication Technology ; Technology Adoption ; Customer Focus and Relationships ; Health Industry Citation Register to Read Related Zhao, Olivia, and Anna D Sinaiko. "Effects of a Real-Time Information-Based... View Details

17 Feb 2022
Book

When Employees Feel a Sense of Purpose, Companies Succeed

success by focusing on delivering not only for their shareholders and customers but also for their employees, communities, and the environment. In the video below, I speak with Deepak Chopra, clinical professor of medicine at the... View Details

Keywords: by Ranjay Gulati

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Social Enterprise - Faculty & Research

stakeholder engagement and b) reduced informational asymmetry due to increased transparency. Using a large cross-section of firms, we find that firms with better CSR performance face significantly lower capital constraints. Moreover, we... View Details

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Online Business Strategy Courses | HBS Online

Certificate Courses (6) Disruptive Strategy Professors Rory McDonald & Clayton Christensen Strengthen your capacity to create winning strategies and bring innovations to market by discovering customer jobs to be done and aligning your... View Details

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Diversity and Inclusion - Christensen Center for Teaching & Learning

Teaching by the Case Method Diversity and Inclusion Preparing to Teach Leading in the Classroom Pre-Class Arrival Diversity and Inclusion Openings Cold Calling Questioning, Listening & Responding Transitions Closings Timing Participation View Details

21 Jan 2014
First Look

First Look: January 21

been engaged in a large-scale, centrally coordinated national anti-Malaria campaign, which has become a model in sub-Saharan Africa. This paper aims at quantifying the individual and macro-level benefits of this campaign, which involved... View Details

Keywords: Sean Silverthorne

26 Apr 2022
Book

What Does Your Business Stand For? Why Building Trust Starts with Purpose

were waiting for a business meeting and were wrongly accused of loitering at a Starbucks store. “We work to create a warm, welcoming environment in our stores for every customer that visits Starbucks, and on that day in Philadelphia, we... View Details

Keywords: by Ranjay Gulati

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

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Case Studies - Social Impact Collaboratory

were deciding whether to participate in a Series B round for PEGAfrica, which sold solar home systems in Africa via pay-as-you-go (PAYG) financing plans that allowed customers to make small payments via mobile money to pay off the solar... View Details

06 Apr 2010
First Look

First Look: April 6

were making decisions that made them more acceptable to customers given the particular social, cultural, and economic contexts within which they were embedded. Ownership Structure and the Cost of Corporate Borrowing Authors: Chen Lin, Yue... View Details

Keywords: Martha Lagace

21 Jun 2022
HBS Case

Free Isn’t Always Better: How Slack Holds Its Own Against Microsoft Teams

co-authors include 2021 graduates Kriti Gupta, Mehek Punatar, Poonam Sacheti, and Poorvi Vijay. Microsoft’s scale vs. Slack’s customer engagement On paper, Microsoft appears to have the upper hand. During... View Details

Keywords: by Lane Lambert; Information Technology; Technology

26 Sep 2017
First Look

First Look at New Research and Ideas, September 26, 2017

made MIA unique—offering affordable homes for its BOP customers in Mexico—to fulfill other critical needs at the BOP for water, clean energy, and health care services? Jaime was an expert in housing, but could he translate that expertise... View Details

Keywords: Sean Silverthorne

17 Apr 2012
First Look

First Look: April 17

time compared to the support departments. We suggest that the burden of compensating for the disconnected internal supply chains fell to the service providers because they were the only department that had both the ability to translate View Details

Keywords: Carmen Nobel

13 Mar 2023
Research & Ideas

What Would It Take to Unlock Microfinance's Full Potential?

When we tell microfinance practitioners about this evidence, it can be hard for them to really engage with it because of their work on the ground and the anecdotes they hear about lives that have been transformed. Roth: Meanwhile, there’s... View Details

Keywords: by Jen McFarland Flint; Financial Services

19 Oct 2022
Op-Ed

Cofounder Courtship: How to Find the Right Mate—for Your Startup

engage in experiences that allow them to see more dimensions of their personalities. For example, go on a road trip or partake in an activity that neither of you have done before. See how each of you make decisions together like where to... View Details

Keywords: by Julia Austin

Publications