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Show Results For
- All HBS Web
(6,237)
- People (3)
- News (1,344)
- Research (4,139)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,870)
- January 2024
- Exercise
Treasure Hunt: Identifying Valuable Churned Customers
Torti, Sara McKinley. "Treasure Hunt: Identifying Valuable Churned Customers." Harvard Business School Exercise 824-082, January 2024.
- Article
Lessons from the GoDaddy Customer Revolt
By: Scott Duke Kominers and Paul Myer Kominers
Kominers, Scott Duke, and Paul Myer Kominers. "Lessons from the GoDaddy Customer Revolt." Harvard Business Review (website) (December 29, 2011).
- February 1996
- Supplement
Wainwright Industries (B): The Customer Challenge
By: Rosabeth M. Kanter and Norman Klein
Supplements the (A) case. View Details
Kanter, Rosabeth M., and Norman Klein. "Wainwright Industries (B): The Customer Challenge." Harvard Business School Supplement 396-220, February 1996.
- August 2002
- Article
Seven Barriers to Customer Equity Management
By: D. Bell, J. Deighton, W. J. Reinartz, R. T. Rust and G. Swartz
Bell, D., J. Deighton, W. J. Reinartz, R. T. Rust, and G. Swartz. "Seven Barriers to Customer Equity Management." Journal of Service Research 5, no. 1 (August 2002): 77–85.
- May 16, 2016
- Article
Food Safety Economics: The Cost of a Sick Customer
By: Dina Gerdeman and John A. Quelch
Chipotle Mexican Grill’s ongoing struggle to win customers back months after a contaminated food crisis highlights the challenges companies face with keeping food safe.
Chipotle has seen its shares tumble and recently reported its first-ever quarterly loss... View Details
Chipotle has seen its shares tumble and recently reported its first-ever quarterly loss... View Details
Keywords: Food Safety; Organic Food; Supply Chain Management; Globalization Of Food Business; Mérieux NutriSciences: Marketing Food Safety Testing; Food Safety Modernization Act 2011; Plant-Based Agribusiness; Transition; Economic Systems; Food; Health; Supply and Industry; Logistics; Practice; Problems and Challenges; Quality; Safety; Business Strategy; Corporate Strategy; Customization and Personalization; Agriculture and Agribusiness Industry; Consumer Products Industry; Food and Beverage Industry; Insurance Industry; Public Administration Industry; Public Relations Industry; Retail Industry; Service Industry; Mexico; North America; United States; Canada
Gerdeman, Dina, and John A. Quelch. "Food Safety Economics: The Cost of a Sick Customer." Harvard Business School Working Knowledge (May 16, 2016).
- 2009
- Working Paper
Altruistic Dynamic Pricing with Customer Regret
By: Julio J. Rotemberg
A model is considered where firms internalize the regret costs that consumers experience when they see an unexpected price change. Regret costs are assumed to be increasing in the size of price changes and this can explain why the size of price increases is less... View Details
- 25 Jun 2012
- News
Complexity Kills: Keeping Customer Service Simple
- 2015
- Working Paper
Customers and Investors: A Framework for Understanding Financial Institutions
By: Robert C. Merton and Robert T. Thakor
Financial institutions have both investors and customers. Investors, such as those who invest in stocks and bonds or private/public-sector guarantors of institutions, expect an appropriate risk-adjusted return in exchange for the financing and risk-bearing that they... View Details
Keywords: Financial Institutions
Merton, Robert C., and Robert T. Thakor. "Customers and Investors: A Framework for Understanding Financial Institutions." NBER Working Paper Series, No. 21258, June 2015.
- 26 Jul 2022
- Cold Call Podcast
Can Bombas Reach New Customers while Maintaining Its Social Mission?
- 11 Aug 2020
- News
Your Customers Have Changed. Here's How To Engage Them Again.
- March 1981 (Revised May 1981)
- Case
Federal Express: Customer Service Department (B1)
Lovelock, Christopher H. "Federal Express: Customer Service Department (B1)." Harvard Business School Case 581-102, March 1981. (Revised May 1981.)
- 01 Apr 2010
- News
Yes, the Customer is Always Right
- 05 Jul 2010
- News
Tech customers question industry's takeover spree
- 12 Jan 2023
- News
10 Ways to Boost Customer Satisfaction
- 07 Apr 2014
- News
Which Customers to Listen to, When
- 21 Oct 2002
- Research & Ideas
The Parable of the Bungled Baggage And the Unhappy Customer
Late-arriving luggage proved to be a parable about customer service for Harvard Business School professor W. Earl Sasser. In this excerpted transcript from a new video CD presentation, Sasser discusses how a seemingly harmless budget trim... View Details
Keywords: by W. Earl Sasser
- June 16, 2020
- Article
Your Customers Have Changed. Here's How to Engage Them Again.
By: Rohit Deshpandé, Ofer Mintz and Imran S. Currim
The coronavirus makes your customers less able and less willing to spend than before. How should you re-engage with them? Advice from Rohit Deshpandé and colleagues. View Details
Deshpandé, Rohit, Ofer Mintz, and Imran S. Currim. "Your Customers Have Changed. Here's How to Engage Them Again." Harvard Business School Working Knowledge (June 16, 2020).