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- 01 Mar 2018
- News
Money (Actually) Can Buy Happiness
greater overall satisfaction with their lives. One of the things we are working on now is understanding how decisions about time, money, and happiness play out in the context of romantic relationships. What is the optimal way you and your... View Details
Keywords: April White
- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service, information technology, and internal processes, both the customer and... View Details
- 01 Dec 2022
- News
Case Study: Your Call Is Important to Us
custom voice system, which means there’s a whole range of small- and mid-sized businesses that are underserved,” Sambvani says. With Slang.ai, he’s offering mid-market companies access to these more sophisticated tools that can... View Details
- 01 Jun 2018
- News
Research Brief: Lessons from Last Place
Ryan Buell (photo by Russ Campbell) Ryan Buell (photo by Russ Campbell) We all wait in lines—at the grocery store, the bank, or a ticket booth, or on hold to speak to a customer service rep about your cable bill. “By one estimate,... View Details
Keywords: Jennifer Myers
- 01 Dec 2017
- News
Ask the Expert: Human Intelligence
find an area where narrow AI is not having an impact,” says Seseri, which raises questions for business leaders in all sectors. How can e-commerce businesses benefit from artificial intelligence in the near future? And how will potential View Details
Keywords: April White
- 01 Dec 2017
- News
2017 in Media: Courting the Cord-Cutters
bundle” and over-the-top (OTT) services. The skinny bundle is a response to customer concerns that cable packages are too expensive. The bundle had simply gotten too big; there were 250 channels, and the View Details
- 01 Sep 2018
- News
Ask the Expert: Delivering the Goods
Ickis (MBA 1971, DBA 1978) REISNER: One of the hottest areas of investment growth is in cross-border shipping, but there are two core problems: In an age of terrorism, customs are commercial constraints and also valuable public safety... View Details
Keywords: Jen McFarland Flint
- 01 Apr 2002
- News
Professorship Brings Brierley's HBS Connection Full Circle
members, Epsilon engineered many of the ‘customer relationship' techniques that make today's customer loyalty programs so successful," says Brierley, who served as Epsilon's president and CEO for its first ten years. In 1980, serving... View Details
- 01 Feb 1997
- News
OPM Celebrates 21st Anniversary at Gala Florida Reunion
Discussing examples of how service-oriented organizations deliver breakthrough service, Sasser urged his audience to take a "quantum leap" in their customer satisfaction efforts and to develop strategies to... View Details
- 01 Jun 1998
- News
Diversity and Community
satisfaction creates greater customer retention. Workplace and career satisfaction improve employee attitudes, performance, and retention, reducing absenteeism, turnover, and... View Details
Keywords: Garry Emmons
- 25 Aug 2022
- News
Case Study: Sound Check
improved long-term retention rates. In the early days, it’s best to optimize for product feedback. If it’s easier to sell to smaller customers (with more volume), stick with this segment and treat the feedback as gold. Rapidly iterate... View Details
- 01 Sep 2007
- News
Riding It Out
An ailing horse and an overweight Labrador retriever provided the inspiration for Becky Minard and Paal Gisholt (both MBA ’93) to launch SmartPak, a business that provides nutritional supplements, dog food, and supplies to customers... View Details
- 01 Oct 2001
- News
Q&A: Orin Smith
revolutionized the way Americans drink coffee. In his spare time, he enjoys golf and skiing, and names a Seattle Starbucks location in his Capitol Hill neighborhood as his favorite store. Customers might even enjoy a double-tall-nonfat... View Details
- 01 Apr 1997
- News
The Businesslike Gourmet: Karen Page on America's Foodservice Industry
feelings, and self-image. Food is like clothing or shelter: you can get by with the basics, or you can aspire to some aesthetics. The new insistence on food quality may be an outgrowth of a larger need to put more meaning and satisfaction... View Details
- 01 Apr 1998
- News
Microfinance's Big Payoff: Michael Chu and ACCION International
was so successful we had to establish it as a regular commercial bank to accommodate its growth. Today, BancoSol leads the Bolivian banking system in profitability and makes 40 percent of the system's loans; it has 76,000 microentrepreneur View Details
- 01 Jan 2002
- News
Orin C. Smith (MBA '67)
Smith. Not only has Starbucks created a "third place" for the customer between work and home, but it has also launched a number of environmental and community-oriented initiatives. "We have a great culture in this company," Smith... View Details
- 24 Oct 2013
- News
Engineering a More Secure World
cash. Hearing stories like that, Harris knows he's in the right line of work. Alameda, California–based CSECO, the world's leader in portable contraband-detection equipment, has a customer list that includes the Department of Homeland... View Details
- 01 Dec 2003
- News
Can Manufacturing Keep Its Edge?
“Pretty straightforward. Pretty frightening.” That’s how Jim Sharpe (MBA 1976), chairman and CEO of Extrusion Technology, Inc. (ET), describes an out-of-the-blue situation his company faced two years ago, when its largest customer... View Details
- 07 Sep 2021
- News
Alumni Perspective: The Morning After 9/11
people.” Twenty years ago, Frances Frei was not the globally revered management guru she has become. This was before she helped transform the culture at HBS to close the performance gap between female and male students, resulting in higher View Details
- 30 Nov 2017
- News
Happy Meals (Are Here Again)
data impacting strategy, Cunningham notes, allowing her to see the cause and effect almost in real time. “I can look at the trade implications, the service time and labor hour implications, and implications for our customer View Details