Customer Engagement - Publications - Faculty & Research

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

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

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

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

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

Design Thinking Course | HBS Online

Concepts Design Heuristics for Generating and Refining Ideas Designing for Behavior Change Featured Exercises B. J. Fogg Behavioral Model: Identify prompts to improve users’ ability and motivation to engage in a desired behavior 6-8 hrs... View Details

16 Mar 2020
Research & Ideas

How the Coronavirus Is Already Rewriting the Future of Business

disingenuous, and in some cases, can lead to behaviors that run counter to the organization’s objectives. But when it’s clear that our engagement is broadly helpful—to ourselves and to others—most people are delighted to engage. By... View Details

Keywords: by Dina Gerdeman

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

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

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

31 Aug 2021
Book

Feeling Powerless at Work? Time to Agitate, Innovate, and Orchestrate

of power. In 1938, as the Great Depression was beginning to lift, but war was imminent, many families were struggling, and only 10 percent of engagement rings sold in the United States included diamonds. De Beers hired an ad agency that... View Details

Keywords: by Jay Fitzgerald

01 Mar 2024
News

Alumni and Faculty Books and Podcasts

Debate with Those who Think, Believe and Vote Differently from You By Philip Blackett (MBA 2016) Independently Published Are you tired of engaging in debates that quickly escalate into personal attacks and animosity? Do you long for a... View Details

Keywords: Publishing Industries (except Internet); Information

Web

Credential of Leadership, Impact, and Management in Business | HBS Online

Customize your curriculum Access a select network of like-minded leaders Experience exclusive course content Gain real-world insights from business experts Apply your learning through a capstone 7 Courses Credential of Leadership, Impact,... View Details

20 Apr 2021
Book

A Simple Question That Can Guide Companies to Epic Success

again. Apple competes at the top of the value stick by raising customer willingness- to-pay (WTP). Companies that offer exceptionally engaging work create value by lowering willingness-to- sell (WTS) (see... View Details

Keywords: by Danielle Kost

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

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

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

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