customer engagement - Publications - Faculty & Research

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

01 Feb 2022
Book

Innovation Isn’t Just for Startups: How Big Companies Can Succeed

that come with getting venture capital funding. A corporate explorer also has constraints. But they already have a customer base. They already have a brand. They already often have the very technology and product assets they need to put... View Details

Keywords: by Lane Lambert

13 Jul 2020
Research & Ideas

Merck CEO Ken Frazier Discusses a COVID Cure, Racism, and Why Leaders Need to Walk the Talk

only thing that this sort of learned pragmatism gives me is the opportunity to engage my colleagues who have the real power to make a difference in this country." And he said, "We'll see." So I guess he's right. We'll see. Neeley: So your... View Details

Keywords: by Staff; Pharmaceutical

12 Apr 2016
First Look

April 12, 2016

customers rather than take possession of and responsibility for the products or services in question, they have inherently low cost structures and fat gross margins. They are highly defensible once established, owing to network effects.... View Details

Keywords: Sean Silverthorne

Web

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

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

01 Apr 2013
Research & Ideas

First Minutes are Critical in New-Employee Orientation

The first few minutes of new employee orientation, if done right, can lead to happier and more productive workers and, ultimately, increased customer satisfaction. Unfortunately, a lot of companies do it wrong. In many firms, employee... View Details

Keywords: by Carmen Nobel; Web Services; Service; Telecommunications

01 Feb 2023
What Do You Think?

Will Hybrid Work Strategies Pull Down Long-Term Performance?

something that the academics don’t? Of course, the “soft side” of the organization isn’t so soft. Its culture is one of the important drivers of employee engagement and loyalty that in turn influences the View Details

Keywords: by James Heskett

23 Jul 2012
Research & Ideas

The Power of Conversational Leadership

teams can share success stories from the field via public video blogs, which journalists and customers may consider more authentic and more useful than slick marketing material. Furthermore, besides meeting with sales teams, View Details

Keywords: by Carmen Nobel

04 May 2010
First Look

First Look: May 4

most rigorous extant methodologies for detecting "tunneling," or efforts by firms' controlling owner managers to take money for themselves at the expense of minority shareholders. We find that, in contrast to prior views, Indian business groups are not, on... View Details

Keywords: Martha Lagace

13 Mar 2023
Research & Ideas

The Power of Personal Connections: How Shared Experiences Boost Performance

through those ties and may take pride in a reputation for a higher standard of performance when observed by a valued peer, the researchers note. In some ways, analogous effects may be observed in customer service in other professions and... View Details

Keywords: by Rachel Layne; Health

18 Sep 2017
Research & Ideas

'Likes' Lead to Nothing—and Other Hard-Learned Lessons of Social Media Marketing

They’ve tracked it down, and now you’ve got this bond, and you’ve engaged with a brand in a self-directed way.” More recently, Wendy’s has taken a lighter touch on Twitter with customers: Find new friends. — Wendy's (@Wendys) January 3,... View Details

Keywords: by Dina Gerdeman; Advertising; Technology

06 Mar 2006
Research & Ideas

Four Strategies for Making Concessions

would really love to hear this praise is her boss (or other potential customers). In this way, she defines for the appreciative customer how best to reciprocate. 3. Make Contingent Concessions One hallmark of a good working relationship... View Details

Keywords: by Deepak Malhotra

12 Feb 2019
First Look

New Research and Ideas, February 12, 2019

friends, and strangers, even when costly. Why do people devote their resources to helping others? In this chapter, we examine whether engaging in prosocial behavior promotes subjective well-being, which encompasses greater positive... View Details

Keywords: Dina Gerdeman

Web

Online Entrepreneurship & Innovation Courses | HBS Online

& Clayton Christensen Strengthen your capacity to create winning strategies and bring innovations to market by discovering customer jobs to be done and aligning your business’s resources, processes, and profit formula. 6 weeks, 5 hrs/week... View Details

Web

Alternative Investments Course | HBS Online

Overview Syllabus Enrollment Stories FAQs Enroll Now Key Concepts Speak the language of alternative investments so that you can better communicate and collaborate with your colleagues and customers Evaluate alternative... View Details

16 Oct 2017
Research & Ideas

The Most Successful Startups Have Hands-On Founders

product companies in India for a three-day executive retreat. Prior to the retreat, participants were surveyed to find out how often they engaged in four management practices: providing structured feedback, conducting performance reviews,... View Details

Keywords: by Dina Gerdeman

14 Oct 2021
In Practice

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

Offices may look just as they did in March 2020, but many companies attempting to welcome workers back are finding that the rules of engagement have changed. For many employees, the sweet freedom of remote work has turned into bitterness... View Details

Keywords: by Kristen Senz

11 May 2009
Research & Ideas

The IT Leader’s Hero Quest

a context apart from the complexity and sensitivity of their own company; this allows executives to engage in important discussions about, for example, risk trade-offs and relationships with peers, subjects that might be too sensitive in... View Details

Keywords: by Martha Lagace

Publications