Customer Engagement - Publications - Faculty & Research

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

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

03 Apr 2012
First Look

First Look: April 3

managerial performance, found that managers higher in metacognitive cultural intelligence (CQ) were rated as more effective in intercultural creative collaboration by managers from other cultures. Study 2, a social network survey, found that managers lower in... View Details

Keywords: Carmen Nobel

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

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

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

19 Oct 2010
First Look

First Look: October 19, 2010

Publication:Personality and Social Psychology Bulletin (forthcoming) Abstract People routinely engage in dishonest acts without feeling guilty about their behavior. When and why does this occur? Across four studies, people justified their... View Details

Keywords: Sean Silverthorne

Web

Globalization - Faculty & Research

exacerbate challenges of institutional voids in emerging and developing economies. Global Initiative The Global Initiative builds on a legacy of global engagement by supporting faculty, students, and alumni in their work, and encouraging... View Details

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

06 Sep 2022
Blog Post

Student Spotlight: Summer Internships in Business & Environment

Energize works in partnership with their portfolio companies to realize their full potential, scaling from early commercialization to growth stage and into the public markets. Jeremy's role prior to HBS was a Customer Success Manager at... View Details

Web

Strategy Execution Online Course | HBS Online

performance, manage risk, and successfully implement strategy. Stay active by engaging in a new activity every three to five minutes and applying your knowledge through interactive tools and a capstone assignment. Description of silent... View Details

Web

Disruptive Innovation Online Course | HBS Online

business, we have a solution for your learning and development needs. Learn More Our Difference Disruptive Strategy will equip you with the skills and techniques to develop executive-level strategy, organize for innovation, and discover View Details

29 Aug 2018
What Do You Think?

What Should Harley-Davidson’s Management Do?

term whims of the POTUS who will be out of office at some point.” Richard Eckel commented, “Screw the politics; run your business and innovate a strong brand into new markets Start with engaging the markets in Europe to build what sells... View Details

Keywords: by James Heskett; Auto

21 Aug 2017
Lessons from the Classroom

Companies Love Big Data But Lack the Strategy To Use It Effectively

analyzing that data and designing strategy around it. That’s one reason eight HBS professors pooled resources in June to launch the Competing on Business Analytics and Big Data Executive Education program. “It was unprecedented to engage... View Details

Keywords: by Dina Gerdeman

01 Dec 2018
News

In My Humble Opinion: Growth Investor

dirt roads. His excellence on the field was due to his preparation in the off-season.” First job: An independent video store. “I loved that job because I love the power of storytelling. I always wanted to tell customers about an amazing... View Details

Keywords: Julia Hanna

18 Jun 2013
First Look

First Look: June 18

which toolmaking was not central, and those to which toolmaking was important. As for the influence activities that imply toolmaking, we can outline the contours of three modes of operation, which describe experts operating as Compliance Experts, View Details

Keywords: Anna Secino

16 May 2000
Research & Ideas

Getting the Message: How the Internet is Changing Advertising

ads and then posting an in-store display ad to remind potential customers about the product. "With the Internet," says Deighton, "you can seamlessly move the customer from awareness, to... View Details

Keywords: by Susan Young

10 Oct 2023
Blog Post

Policy Drivers for Environmental Justice: What Businesses Need to Know

focus on.Adaptation and resiliency, addressing legacy pollution, ensuring equitable access to food, water, transportation, and housing, and engaging with communities to understand the best application of resources.... View Details

01 Sep 2023
News

Case Study: The Home Team

of time in which Nester can engage a customer: A prospective buyer tours a house, gets serious about it, and decides to put in an offer—and now they need Nester. To reach more buyers, Kennealey started offering an enterprise package to... View Details

Keywords: Jen McFarland Flint; Real Estate

25 Oct 2011
First Look

First Look: October 25

stores are multi-sided platforms (MSPs). We propose a definition that provides a more precise notion of MSPs by requiring that they enable direct interactions between the multiple customer types that are affiliated with them. Several... View Details