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Show Results For
- All HBS Web
(4,198)
- People (8)
- News (611)
- Research (3,138)
- Events (19)
- Multimedia (14)
- Faculty Publications (2,078)
- 01 Feb 2000
- News
Financial Services 24/7
to continue their traditional services while marketing the use of their new technology. Many of today's consumers are concerned with the privacy and security of conducting business online. These fears are... View Details
Keywords: Susan Young
- Web
Innovation and Renovation: Optimizing Product Line Architecture - Course Catalog
“renovation”—keeping an offering’s essence intact while re-energizing it for greater impact—we will ask ourselves how to: Assess the quality of an innovation. Develop a framework to assess whether a new product or service will truly connect with View Details
- 2011
- Book
The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
By: Fred Reichheld and Rob Markey
Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success.
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
Keywords: Customer Centric Initiative; Customer Defection; Customer Engagement; Customer Experience; Customer Focused Organization; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Network Effects
Reichheld, Fred, and Rob Markey. The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World. Boston, MA: Harvard Business Review Press, 2011.
- April 2021
- Teaching Note
Social Media War 2021: Snap vs. Facebook vs. TikTok
By: David B. Yoffie and Daniel Fisher
This teaching note provides analysis and a teaching plan for the Social Media War 2021: Snap vs. Facebook vs. TikTok case. View Details
- November 2011
- Case
Comfort Class Transport: Does Customer Service Need an Overhaul?
By: Michael J Roberts and Paul E. Morrison
The general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with... View Details
Keywords: Capacity Utilization; Supply & Demand; Operations Management; Customer Service; Management; Demand and Consumers; Service Operations; Order Taking and Fulfillment; Performance Capacity; Customer Satisfaction; Transportation Industry
Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul?" Harvard Business School Brief Case 114-374, November 2011.
- November 2008 (Revised November 2008)
- Case
Cyworld: Creating and Capturing Value in a Social Network
By: Sunil Gupta and Sangman Han
In May 2008, the new CEO of Cyworld, a social network company in Korea, had to decide how to create and capture value from his rapidly growing user base. Cyworld was founded in 1999, and in 2003 it was acquired by SK Telecom, a leading mobile service provider in Korea.... View Details
Keywords: Customer Value and Value Chain; Consumer Behavior; Social and Collaborative Networks; Segmentation; Value Creation; South Korea
Gupta, Sunil, and Sangman Han. "Cyworld: Creating and Capturing Value in a Social Network." Harvard Business School Case 509-012, November 2008. (Revised November 2008.)
- April 2013 (Revised October 2014)
- Case
SaferTaxi: Connecting Taxis and Passengers in South America
By: Peter Coles and Benjamin Edelman
SaferTaxi, a taxi booking service in South America must develop its mobilization strategy; that is, it must attract enough passengers and drivers to make its service worthwhile for all. Drivers hesitate to pay for SaferTaxi's smartphones and service unless these will... View Details
Keywords: Taxi Booking; Smartphone; Transportation Networks; Network Effects; Laws and Statutes; South America; Argentina; Brazil; Chile
Coles, Peter, and Benjamin Edelman. "SaferTaxi: Connecting Taxis and Passengers in South America." Harvard Business School Case 913-041, April 2013. (Revised October 2014.) (request a courtesy copy.)
- November 2003 (Revised March 2004)
- Case
Teledesic (Abridged)
Describes plans for a failed project that proposed the use of 288 satellites to deliver high-speed data communications services anywhere in the world. View Details
Keywords: Communication Technology; Network Effects; Failure; Information Technology Industry; Telecommunications Industry
Eisenmann, Thomas R. "Teledesic (Abridged)." Harvard Business School Case 804-096, November 2003. (Revised March 2004.)
- 10 Jun 2014
- First Look
First Look: June 10
Publications August 2013 pub Cannibalization and Option Value Effects of Secondary Markets: Evidence from the U.S. Concert Industry By: Bennett, Victor Manuel, Robert Seamans, and Feng Zhu Abstract—We examine how reducing search frictions in secondary View Details
Keywords: Sean Silverthorne
- 27 Feb 2020
- Sharpening Your Skills
How Following Best Business Practices Can Improve Health Care
Roughly one in 66 women has a better chance of leaving the hospital alive if their doctor is also a woman. Behavioral Economists Can Make You a Healthier Consumer and Smarter Marketer Psychological... View Details
- 01 Apr 2002
- News
Professorship Brings Brierley's HBS Connection Full Circle
messages and research surveys. Sponsored by seven of America's leading brands, more than 750,000 affluent consumers have enrolled. "Rewarding consumers for their time will be the next major loyalty... View Details
- 12 Apr 2011
- News
Twelve Global Finalists Compete at HBS
Arab Emirates Rohit Dev Thakwani, OPM 37 2008 SpendWisor.com consumer electronics marketplace Midwest/Central U.S. HBS Club of Chicago Marc Hoecker, MBA '08 vinsnap mobile automotive marketing New England... View Details
Keywords: Multiple alumni
- 01 Jun 2009
- News
Faculty Research Online
fundamental ways. In his blog on marketing issues, Professor John Quelch discusses why marketers must start planning today to reach consumers after the recession. See... View Details
- 16 Jun 2003
- Research & Ideas
Historical Perspective: Levitt Shaped the Debate
said. One example: Polaroid France. Launching the Polaroid camera in France, the company followed Levitt's standardized marketing approach. Problem was, French TV at the time was non-commercial, and Polaroid could not create the View Details
Keywords: by Sean Silverthorne
- 23 Jun 2003
- Research & Ideas
Historically Speaking: A Roundtable at HBS
that Al's research has moved from railroads to giant corporations and now to computers and consumer electronics underscores his eminent position as the historian of industries at the center of national interest in each era he studies. All... View Details
Keywords: by Jim Aisner
- September 2016 (Revised April 2020)
- Case
Dwyane Wade
By: Anita Elberse and Jennifer Schoppe
In July 2016, while on his annual China tour to help promote the sportswear brand Li-Ning, basketball superstar Dwyane Wade and his long-time business manager, Lisa Joseph-Metelus, face a decision regarding one of his other business partnerships—that with the American... View Details
Keywords: Branding; Fashion; Superstar; Celebrity Endorsement; Innovation; Creative Industries; Talent; General Management; Sports; Entertainment; Brands and Branding; Marketing; Management; Strategy; Personal Development and Career; Consumer Products Industry; Consumer Products Industry; Consumer Products Industry; China
Elberse, Anita, and Jennifer Schoppe. "Dwyane Wade." Harvard Business School Case 517-035, September 2016. (Revised April 2020.)
- 01 Sep 2004
- News
A Market-Based Prescription
they price their products depend on consumer demand, value, and traditional market forces. Our present system suppresses these forces and innovation. Doctors can only provide services that fit static billing... View Details
- 01 Dec 1996
- News
On Eve of Transition, Alumni Conference Set for Hong Kong
widespread belief that Greater China which encompasses the People's Republic of China, Taiwan, and Hong Kong is a huge, open market of 1.2 billion consumers who will buy anything that any business has ever... View Details
Keywords: Elaine Gottlieb
- 03 Mar 2009
- First Look
First Look: March 3, 2009
competitive strategy? Renowned for the cutting-edge websites that it developed to market major Hollywood movies and leading consumer brands, the firm had won numerous awards and garnered considerable... View Details
Keywords: Martha Lagace
- 30 Dec 2013
- Research & Ideas
Most Popular Articles of 2013
Advertising Authors Pavel Kireyev, Koen Pauwels, and Sunil Gupta find that popular Web metrics do not adequately capture consumer behavior online and lead marketers to create less effective View Details
Keywords: by Staff