customer engagement - Publications - Faculty & Research

25 Aug 2014
HBS Case

Starbucks Reinvented

employees), deliver personalized customer service, and maintain a close connection to the local community. In addition, McDonald's and Dunkin' Donuts had emerged as serious competitors, offering their own lines of specialty coffee... View Details

Keywords: by Julia Hanna; Food & Beverage

30 Oct 2018
First Look

New Research and Ideas, October 30, 2018

incremental shifts towards sustainability to abandoning for-profit business entirely and re-wilding and conserving millions of acres of lands in Latin America. The book's distinctiveness lies in the use of original empirical data and the willingness to View Details

Keywords: Dina Gerdeman

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

30 May 2017
First Look

First Look at New Research and Ideas, May 30

healthy? Would such a process disrupt Interline’s customers and employees? Purchase this case:https://cb.hbsp.harvard.edu/cbmp/product/217061-PDF-ENG Harvard Business School Case 617-001 CEO Activism (A) This case introduces CEO activism,... View Details

Keywords: Sean Silverthorne

16 Jul 2020
Research & Ideas

Restaurant Revolution: How the Industry Is Fighting to Stay Alive

provide—bringing people together—it’s been an honor to be in this business.” [Image: iStock Photo] Related Reading Coronavirus Careers: Cloud Kitchens Are Now Serving Your Customers Have Changed. Here's How to View Details

Keywords: by Michael S. Kaufman, Lena G. Goldberg, and Jill Avery; Food & Beverage

03 May 2016
First Look

First Look, May 3, 2016

still telling. Monopolists undertake market strategies designed to ensure that they are not supplanted and nonmarket actions geared to avoiding undesirable constraints and reputational damage. Depending on their legal and regulatory environment, View Details

Keywords: Sean Silverthorne

Web

Curriculum - Business & Environment

KHC/3G's offer undervalued Unilever and its long-term value creation strategy. Engine No.1: An Impact Investing Firm Engages with ExxonMobil Key concepts: Impact Investing; ESG (Environmental, Social, Governance) Performance Invest or... View Details

08 Sep 2022
Book

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

will lead to an integrated life. In 2008, as the financial crash worsened, Sally Krawcheck was fired at Citibank for urging the firm to repay customers for defective investments. She stuck to her values and now leads her own online... View Details

Keywords: by Lane Lambert

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

20 Oct 2023
News

Highlights from the Fall 2023 Alumni Board Meeting

On the evening of Wednesday, October 11, Alumni Board members joined with current HBS students in the Spangler Center for "A Conversation about Life Lessons", which was led by Leslie Perlow, the Konosuke Matsushita Professor of Leadership. This October, more than 75... View Details

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

07 Mar 2023
Blog Post

Deconstructing LEGO’s Decarbonization

chain to reflect its commitment to meeting climate goals. They are well positioned to use their significant customer relationships to engage people in the sustainability conversation. As such an iconic part... View Details

01 Mar 2024
News

Unlocking the Power of Community

When Tara Fung (MBA 2016) explains Co:Create, the company she cofounded in 2022 and now leads as CEO, she doesn’t mention Web3 first. “We help innovative brands and creators unlock the power of community,” she explains. Co:Create does this with a new, gamified approach... View Details

Keywords: April White

28 Sep 2011
Research & Ideas

The Profit Power of Corporate Culture

concept," he says. "Its impact on profit can be measured and quantified." Heskett finds that as much as half of the difference in operating profit between organizations can be attributed to effective cultures. Why? "We know, for example, that View Details

Keywords: by Sean Silverthorne

Web

Business Fundamentals Course - CORe | HBS Online

Customer Demand: Foundations Strategies for Assessing and Increasing Demand Suppliers and Cost Markets Competition and Differentiation Featured Exercises Develop effective pricing strategies Apply conjoint analysis to understand what... View Details

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

06 Dec 2022
Research & Ideas

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

Why Privacy Protection Notices Turn Off Shoppers Your Customers Have Changed. Here's How to Engage Them Again. Feedback or ideas to share? Email the Working Knowledge team at hbswk@hbs.edu. Image:... View Details

Keywords: by Michael Blanding; Consumer Products; Retail

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

January 2025
Case

A Tiger in the Tank: Exxon Sues Investors

By: Clayton S. Rose, Sarah Sasso and James Weber

In June 2024, investors were trying to make sense of ExxonMobil’s (Exxon) lawsuit against two impact investors, Arjuna Capital (Arjuna) and Follow This, that had just been dismissed by the U.S. District Court of Northern Texas. Exxon’s suit challenged the rights of two... View Details

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23 Sep 2022
Research & Ideas

8 Strategies to Sustain Business Innovation

its own path to success. Rather than betting on a single product, Burton stitched together one market after another—first snowboards, then boots, outerwear, and accessories, adding new customers along the way. For companies like Burton,... View Details