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  • 09 Jan 2006
  • Research & Ideas

What Really Drives Your Strategy?

process; all these other elements have an impact as well. Q: What role do customers play? Bower: In the ordinary course of events, when managers of business units make proposals for investments, they are almost always driven by... View Details
Keywords: by Martha Lagace

    John Pepper

    Spending his entire private sector career with P&G, Pepper prides himself on heightening P&G’s commitment to customer satisfaction and to creating the “Organization 2005” initiative, which is intended to promote “speed,... View Details
    Keywords: Personal Care & Home Products
    • 2013
    • Book

    What You're Really Meant To Do: A Road Map for Reaching Your Unique Potential

    By: Robert Steven Kaplan
    How do you create your own definition of success—and reach your unique potential? Building a fulfilling life and career can be a daunting challenge. It takes courage and hard work. Too often, we charge down a path leading to "success" as defined by those around us—and... View Details
    Keywords: Career Planning; Vocational Guidance; Job Satisfaction; Satisfaction; Personal Development and Career; Customization and Personalization
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    • 2010
    • Chapter

    Consumer-Driven Universal Health Care is the Best Solution

    By: Regina E. Herzlinger
    The best way to achieve universal health insurance coverage is to implement a consumer-controlled system rather than a government-controlled system. View Details
    Keywords: Health Care and Treatment; Insurance; Customers; System
    Related
    • Article

    Consumer-Driven Health Care: Freeing Providers to Innovate

    By: Regina E. Herzlinger
    Keywords: Health Care and Treatment; Customers; Innovation and Invention; Health Industry
    Related
    • 2016
    • Working Paper

    The Impact of Supplier Inventory Service Level on Retailer Demand

    By: Nathan Craig, Nicole DeHoratius and Ananth Raman
    To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. We build on prior research, which uses analytical models and laboratory experiments to study the impact of a supplier's service level on demand from... View Details
    Keywords: Customer Satisfaction; Forecasting and Prediction; Learning; Consumer Behavior; Service Delivery; Performance Expectations; Apparel and Accessories Industry; Service Industry
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    • September 2017
    • Teaching Note

    Marketing Transformation at Mastercard

    By: Sunil Gupta and Srinivas K. Reddy
    Teaching Note for HBS No. 517-040. View Details
    Keywords: Mastercard; Financial Services; Ingredient Brand; B2B2C; Experiential Marketing; Digital Marketing; ROI; Marketing; Customer Focus and Relationships; Business and Stakeholder Relations; Brands and Branding; Internet and the Web; Investment Return; Financial Services Industry
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    • September 2004 (Revised December 2004)
    • Case

    Metso Paper: Globalization of Finnish Metal Workshops

    By: Lynda M. Applegate, Marikka Heikkila and Kalle Lyytinen
    Metso Paper, the world's largest producer of paper machines, aims to transform itself into a knowledge- and information-based service and solution provider for the paper industry by aggressively exploiting information technologies. In the fall of 2002, Jorma Hujala, a... View Details
    Keywords: Production; Customer Value and Value Chain; Information Technology; Corporate Strategy; Knowledge Management; Machinery and Machining; Expansion; Service Delivery; Manufacturing Industry; Pulp and Paper Industry; Finland
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    • April 2000 (Revised June 2001)
    • Case

    DoubleClick Buys Abacus (A)

    By: John A. Deighton
    By acquiring Abacus, DoubleClick won the power to serve ads with unprecedented precision, because it brought together Web surfers' online and offline identities. Several competitors had developed advanced systems for serving ads on the web, but DoubleClick had the... View Details
    Keywords: Information; Rights; Internet and the Web; Ethics; Competitive Advantage; Social Issues; Customer Focus and Relationships; Digital Marketing; Advertising Industry
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    • 24 Apr 2018
    • First Look

    First Look at New Research and Ideas, April 24, 2018

    April 2018 Management Science Offline Showrooms in Omni-channel Retail: Demand and Operational Benefits By: Bell, David R., Santiago Gallino, and Antonio Moreno Abstract—Omnichannel environments where customers shop online and offline at... View Details
    Keywords: Sean Silverthorne
    • February 5, 2009
    • Comment

    In Praise of Marketing

    By: John A. Quelch
    Many dismiss marketing as manipulative, deceptive, and intrusive. Marketing, they argue, focuses too much of our attention on material consumption. More recently, Benjamin Barber, in his 2007 book Consumed, claims that marketing is "sucking up the air from every other... View Details
    Keywords: Marketing; Consumer Loyalty; Local Vs. Global Branding; Multi-national Brands; Misleading and Fraudulent Advertising; Customer Value and Value Chain; Customer Satisfaction; Globalized Economies and Regions; Cross-Cultural and Cross-Border Issues; Multinational Firms and Management; Globalized Markets and Industries; Brands and Branding; Marketing Communications; Marketing Strategy; Product Positioning
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    • 07 May 2018
    • Research & Ideas

    Why Online Retailers Should Hide Their Best Discounts

    New advice for online retailers suggests bargain items should not be too easy for shoppers to find. (Matjaz Slanic) Retailers have long known where to put the bargain bin—in the back of the store, where customers have to work a little bit... View Details
    Keywords: by Michael Blanding; Retail
    • 01 Apr 1997
    • News

    Manager's Notebook

    In this new series, the Bulletin will feature occasional reports on faculty research in progress. Who Has Your Number? Customer information is the lifeblood of business. Indeed, a company's success often hinges on how well it understands... View Details
    Keywords: Judith Ross
    • December 2007 (Revised April 2008)
    • Case

    Alltech...naturally

    By: David E. Bell and Mary L. Shelman
    Entrepreneur Pearse Lyons had built Alltech into the fastest growing company in the global animal health industry through innovative technology, creative marketing, and strong branding. Sel-Plex, a proprietary Alltech product, had shown important health benefits for... View Details
    Keywords: Brands and Branding; Leadership Development; Customer Focus and Relationships; Expansion; Technological Innovation; Intellectual Property; Sales; Value Creation; Business Model; Growth and Development Strategy; Health Industry
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    • 11 Dec 2017
    • News

    Growing from Within

    there’s an obvious cost to that arrangement. But what are the benefits that company ownership offers McDonald’s? In the US, the McDonald’s Operating Company, McOpCo as we call it, plays an important role for the McDonald’s system: providing direct access to View Details
    Keywords: Dan Morrell; Food Services and Drinking Places; Hospitality
    • 23 Jul 2008
    • Sharpening Your Skills

    Sharpening Your Skills: Balanced Scorecard in Action

    Sharpening Your Skills dives into the HBS Working Knowledge archives to bring together articles on ways to improve your business skills. Questions To Be Answered How does the Balanced Scorecard (BSC) improve corporate governance? Does View Details
    • 07 Nov 2007
    • Op-Ed

    How Marketing Hype Hurt Boeing and Apple

    and brand-building can boost stock prices by raising customer and investor expectations. But the penalties for not delivering on marketing promises are fast becoming as significant as not meeting quarterly earnings targets. Boeing had... View Details
    Keywords: by John Quelch; Aerospace; Consumer Products
    • Web

    IT Strategy: Improving Service to Support Innovation | Information Technology

    launching the Service Delivery Improvement Plan initiative, TSS, in partnership with the IT Service Delivery Team (ITSD), began to generate solutions that would greatly improve overall service delivery and customer satisfaction. Among the... View Details
    • Web

    Marketing AI Guidelines | About

    Using AI Less expensive than commissioning custom illustrations and data visualizations. Easier to learn and faster than standard image editing software. Major time savings on tedious activities (e.g. captions, descriptions, transcripts)... View Details
    • Student-Faculty-Profile

    Michelle Shell & Ryan Buell

    Research focus Michelle: Ryan and I are both interested in deeply understanding what happens when customers interact with an organization’s operating system. Insights about customer behavior can influence a... View Details