customer engagement - Publications - Faculty & Research

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 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

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

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

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

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

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

Web

Hiring at HBS: How Summer Interns Make an Impact at Emerson Collective - Recruiting

in an area of interest and working directly with a portfolio company. Projects are customized to align with company needs and students’ interests and experiences. “Students have a high degree of autonomy in selecting their market map... View Details

06 Oct 2020
Sharpening Your Skills

18 Tips Managers Can Use to Lead Through COVID's Rising Waters

shopping hours for senior citizens while Woolworths Supermarket in Australia closed a number of stores with less traffic to better enable deliveries to seniors, those with disabilities, and those in quarantine or self-isolation. To learn more, read Your View Details

Keywords: by Sean Silverthorne

01 Sep 2023
News

Global Outposts Expand HBS’s Intellectual Footprint

Former Dean Kim Clark established the Global Initiative in 1996 to encourage deeper understanding of and engagement with innovative management practices around the world. Nearly three decades later, more than half of HBS cases published... View Details

Keywords: Jennifer Gillespie

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

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

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

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

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

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

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

05 Apr 2011
First Look

First Look: April 5

and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when websites engage in operational transparency by signaling that they are exerting... View Details