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  • All HBS Web  (2,567)
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  • All HBS Web  (2,567)
    • People  (2)
    • News  (491)
    • Research  (1,702)
    • Events  (3)
    • Multimedia  (9)
  • Faculty Publications  (945)
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  • 01 Mar 2007
  • News

Ideas That Stick

trained to believe that the more abstract and sweeping our statements are, the more intelligent we’ll seem. It sounds more profound to talk about improving customer service than about what people working at... View Details
Keywords: Lewis I. Rice; Publishing Industries (except Internet); Information
  • 04 Sep 2019
  • News

In My Humble Opinion: Status Update

on KLM airline’s use of the Facebook Messenger platform for customer care, says Levine, and Walmart’s employee training program, which features Oculus Go’s virtual reality headsets. No stranger to the Facebook family, Levine came to the... View Details
Keywords: Julia Hanna
  • 12 Apr 2011
  • News

Twelve Global Finalists Compete at HBS

'03 David Merle, MBA '03 Superdome building integrated photovoltaics India HBS Club of India Vikram Sharma, MBA '06 Crossover Energy sustainable energy services Latin America HBS Club of Brazil Thomaz Srougi, GMP 6 2009 Dr. Consulta... View Details
Keywords: Multiple alumni
  • 01 Dec 2008
  • News

Faculty Research Online

How Much Time Should CEOs Devote to Customers? Every corporate mission statement pays lip service to respecting customer needs, but actual customer expertise is typically a... View Details
  • 01 Aug 2001
  • News

Cleveland Global Alumni Conference a Sold-Out Success

Bridgestone/Firestone. "That was a tremendously difficult period for our customers and for us as a leadership team," recalled Nasser, before adding that Ford's commitment to consumers made it an easy decision to replace some 13 million... View Details
Keywords: Hanna, Julia; Frank Batten (MBA '52); Educational Services; Educational Services
  • 01 Sep 2013
  • News

The New Rules of E-Commerce

Mikitani (MBA 1993) is not shy about pursuing the big idea, in this case a belief that English is the lingua franca of business and learning it would give his organization a competitive edge. Rakuten, founded in 1997, operates an online mall and related View Details
Keywords: Sean Silverthorne; e-commerce; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services
  • 01 Mar 2025
  • News

Forward Thinking

There was a time when human activity in outer space was a highly centralized, government-led endeavor, says Professor and Senior Associate Dean Matthew Weinzierl. But that era has passed: Over the past two decades, a calcified space bureaucracy has given way to a... View Details
Keywords: Alexander Gelfand; Illustrations by Franziska Barczyk; Space Research and Technology; Government
  • 02 Oct 2015
  • News

The ‘F’ Word

startup to Dropbox, Carpenter is the protagonist of another case coauthored by Eisenmann and Alison Berkley Wagonfeld (MBA 1996). “Steven Carpenter at Cake Financial” details his efforts to build and grow an online financial services... View Details
Keywords: Walt Disney Studios
  • 01 Dec 2020
  • News

New Releases: Alumni and Faculty Books

rules of commerce: Instead of selling the “means” (their products and services), they adopt innovative revenue models to pursue “ends” (actual outcomes). They show that paying by the pill, semester, food item, vehicle, or show does not necessarily reflect the value... View Details
Keywords: Margie Kelley
  • 04 Sep 2019
  • News

Clicks and Mortar

has to create a branded experience that goes beyond the purely transactional—one that aims to build a relationship with the customer and communicate the brand in an experiential way. There’s still a purpose for physical shopping in... View Details
Keywords: Jen McFarland Flint; Miscellaneous Store Retailers; Retail Trade
  • 22 Jan 2018
  • News

The First Five Years: ‘30 Under 30’ Edition

Services (CMS). CMS is the government agency that oversees Medicare and Medicaid, programs that provide health insurance to more than one in three Americans. Due to our size, our actions impact the entire health care system. I collect... View Details
Keywords: Ambulatory Health Care Services; Ambulatory Health Care Services; Ambulatory Health Care Services; Ambulatory Health Care Services; Ambulatory Health Care Services; Ambulatory Health Care Services
  • 01 Jun 2014
  • News

Alumni and Faculty Books for June 2014

care industry to give customers more choices, freedom, power, and information, and at far lower prices. He recommends disruption of the status quo through new business models, new payment models, and new technologies that give patients... View Details
  • 10 Aug 2022
  • News

Skydeck Live: Stage Not Age

science and health services from Harvard’s School of Public Health, even she couldn’t successfully navigate the health care system for her mom. It set her on a path of discovery that led to not only a better understanding of the... View Details
  • 15 Dec 2015
  • News

Lovepop Woos The Sharks

our whole team was going to be focused on making sure the website was up and fielding customer service calls. We were all hands on deck—we even had a whole bunch of extra people come on to help us out. We... View Details
  • 22 Apr 2008
  • News

The Next Harvard Square? Really?

warehouse has been next door to us forever. And what will become of Herb Goodman’s Auto Sales and his smiley-face sign in this new order of things? When my office on the third floor of Teele Hall looked out on Herb and his dealings, I could take a moment here and there... View Details
Keywords: Educational Services; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services
  • 01 Jun 2013
  • News

Collective Wisdom

and gain energy. A company like SAP has realized that relying on communities is a way to build support for features that customers will value, instead of blindly pushing out solutions and hoping for buy-in. It's a matter of firms... View Details
Keywords: crowdsourcing; Educational Services; Educational Services; Educational Services; Educational Services
  • 01 Dec 2010
  • News

How to Survive Past Start-up

opportunities? The most successful entrepreneurs I interviewed demonstrated that the key is to focus on finding customer problems first, and only then on searching for solutions that can help. “The real dividing line is simple,” explained... View Details
Keywords: Bill Murphy Jr.; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services
  • 01 Mar 2005
  • News

In the Blood

that of Kentucky’s established breeding farms, some of which managed over forty stallions. Clay adopted a boutique approach to guarantee personal service for both the owners and their horses, and serve as a point of differentiation to... View Details
Keywords: Hanna, Julia; horse racing; Animal Production and Aquaculture; Agriculture; Performing Arts, Spectator Sports, and Related Industries; Arts, Entertainment
  • 01 Dec 2013
  • News

Curing Health Care

The occasion? The company, a leading supplier of cloud-based services for electronic health records (EHR), practice management, and care coordination, was expanding. In a big way. Founded in 1997, athenahealth now serves about 44,000... View Details
Keywords: Ambulatory Health Care Services; Ambulatory Health Care Services; Ambulatory Health Care Services; Ambulatory Health Care Services; Ambulatory Health Care Services
  • 01 Dec 2002
  • News

What You Know Depends on Where You Go

HBS associate professor Robert Kennedy and LARC executive director Gustavo Herrero interview customers of BancoSol at a market in La Paz. The bank specializes in microloans and has the second-largest number of View Details
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