Customer Engagement - Publications - Faculty & Research

16 Apr 2001
Research & Ideas

Brand Power from Wedgwood to Dell: Part One

when he began his own pottery workshop in 1759. Nevertheless, each of the three, she writes, instinctively grasped the fundamentals of earning long-term customer trust and loyalty. Effective brand creation and management have a vital... View Details

Keywords: by Martha Lagace

12 Oct 1999
Research & Ideas

Decoding the DNA of the Toyota Production System

The Toyota Production System is a paradox. On the one hand, every activity, connection, and production flow in a Toyota factory is rigidly scripted. Yet at the same time, Toyota's operations are enormously flexible and responsive to View Details

Keywords: by H. Kent Bowen & Steven Spear; Manufacturing; Transportation; Auto

05 Feb 2007
Research & Ideas

Business and the Global Poor

who the customer is. Traditionally, leading companies—both in the West and in developing countries—have operated under the assumption that the world's poor majority—those four billion people on the planet with a disposable income of $5 a... View Details

Keywords: by Sean Silverthorne

11 Feb 2019
Research & Ideas

The Business of Saving the Planet

change has brought over the last two decades, it is that business is becoming fully engaged on the issue. Firms may not have the answers or even the will to make changes toward sustainable practices, but they can't do nothing.... View Details

Keywords: by Sean Silverthorne; Energy; Green Technology

19 Jan 2011
First Look

First Look: Jan. 18

under the Hood: Wealth-based Discrimination in Illicit Customer Help Authors:F. Gino and L. Pierce Publication:Organization Science 21, no. 6 (November-December 2010) Abstract This paper investigates whether an employee's perception of... View Details

Keywords: Sean Silverthorne

02 Apr 2015
Research & Ideas

Digital Initiative Summit: Freeing Patient Data to Enable Innovation

in the industry that have obvious inefficiencies and solving those directly. Corbin turned back to the problem of customer service. "I'd pay attention to hospital systems and how they engage with payers,"... View Details

Keywords: Re: Karim R. Lakhani; Health

25 Feb 2015
Lessons from the Classroom

Scholars and Students Unpack the Digital Business Revolution

essays (with the option to include graphics, data, and video) to describe a company that is exceling at digital transformation. Participants are encouraged to comment on other posts and engage with the wider community, resulting in a... View Details

Keywords: by Julia Hanna; Education; Technology

03 Apr 2019
Book

Fintech's Game-Changing Opportunities for Small Business

of new fintech entrepreneurs began to change that by improving the speed and ease of the small business customer experience, and making their financial activity more visible to potential lenders. Lagace: How much do small-business owners... View Details

Keywords: by Martha Lagace; Banking; Financial Services

31 Oct 2017
First Look

New Research and Ideas, October 31, 2017

15% at some of the largest advisory firms. Roughly one-third of advisers with misconduct are repeat offenders. Prior offenders are five times as likely to engage in new misconduct as the average financial adviser. Firms discipline... View Details

Keywords: by Sean Silverthorne

30 Jul 2013
First Look

First Look: July 30

perceive the quality of others' decisions to be greater when other individuals engage in the right amount of thinking for the situation. These assessments then affect observers' own decisions and openness to influence. Publisher's link: View Details

Keywords: Anna Secino

06 Mar 2018
First Look

First Look at Research and Ideas, March 6, 2018

while full integration into stock valuation and engagement are considered more beneficial, but they are all practiced with equal frequency. Current practices of different ESG styles, especially screening, are driven by product and ethical... View Details

Keywords: Sean Silverthorne

08 Jul 2008
First Look

First Look: July 8, 2008

in two major product lines for a large enterprise software vendor to examine the use and success of pricing and product strategies. Regarding pricing, the paper demonstrates that the vendor engages in significant... View Details

Keywords: Martha Lagace

23 Jul 2014
Lessons from the Classroom

Innovation Is Magic. Really

When business executives create innovative products or services, they often look to impress their customers by delivering an experience more meaningful, more delightful, than possibly expected. A true "wow!" moment. And Harvard Business... View Details

Keywords: by Dina Gerdeman; Consumer Products

05 May 2003
What Do You Think?

Is This a Golden Era for Marketing Productivity?

percent of new products fail within five years ... To the extent that a few, well-chosen customers might provide valuable insights into what would improve the quality of life, Professor Zaltman's ideas might be just what marketing has... View Details

Keywords: by James Heskett

04 Feb 2021
Research & Ideas

Inside CEOs' Pandemic Worries: Uncertainty, Employees, and Kids

the pandemic’s suddenness caught many without sufficient ready cash. A real estate CEO noted: “We had ongoing construction and needed to pay our contractors but were not sure that we would receive payments as planned from our customers... View Details

Keywords: by Gamze D. Yucaoglu, Robin Abrahams, and Boris Groysberg

09 Aug 2010
Research & Ideas

How to Speed Up Energy Innovation

looks like electrons or gas in the tank. The striking thing about these other sectors is that they invented new things that met new customer needs, or existing needs in different ways. Whereas with energy, what we're looking for is... View Details

Keywords: by Julia Hanna; Energy; Utilities

05 Aug 2015
What Do You Think?

What Happened to the ‘Innovation, Disruption, Technology’ Dividend?

per unit of energy consumed.” Dan Wallace asked whether or not we have “the wrong expectations.” As an example, he cited the sharing economy, where we achieve “better asset utilization and customer experience, but not necessarily... View Details

Keywords: by James Heskett; Computer; Technology

02 Jul 2012
Research & Ideas

Why Good Deeds Invite Bad Publicity

robust direct link between CSR and financial performance” It is true that in areas such as environmentally sustainable practices, customers have been willing to pay responsible producers a premium for products; take organic cotton, for... View Details

Keywords: by Michael Blanding; Energy

02 Feb 2004
Research & Ideas

Mapping Your Corporate Strategy

more powerful than 1,000 words (or even twenty-five ad hoc performance measures). The financial and customer objectives describe the outcomes the organization wants to achieve; objectives in the internal and learning and growth... View Details