Customer Power - Publications - Faculty & Research

20 Jan 2022
Op-Ed

3 Steps to Help Companies Rebuild Trust During the Pandemic

us served as a senior quality officer, found that customers who had experienced a problem that was successfully resolved by Fidelity were more satisfied than customers who had never had a problem with the... View Details

Keywords: by Sandra J. Sucher and Shalene Gupta

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 View Details

Keywords: Julia Hanna

18 Jun 2013
First Look

First Look: June 18

Publications 2006 Emotion Review The Power of the Cognition/Emotion Distinction for Morality By: Bazerman, Max H., Francesca Gino, Lisa L. Shu, and Chia-Jung Tsay Abstract—No abstract available. Publisher's link:... View Details

Keywords: Anna Secino

04 Jun 2001
What Do You Think?

What’s the Future of the Subscription Model?

and GE's exit from the jet engine business and entry into the "thrust service" business, guaranteeing the on-demand delivery of various levels of power to jet aircraft. The subscription model, by tying a company's success to its... View Details

Keywords: by James Heskett

01 Jan 2013
News

Thai Lee, MBA 1985

revenue. As a new CEO, Lee again operated with a long-term perspective, gradually building a company where people wanted to work, creating hundreds of jobs, and fostering a community of employees who worked together to meet the same goal: to exceed View Details

Keywords: Susan Young

11 Mar 2019
Research & Ideas

Branding Sells Cereal, Handbags, and Vacations. Can It Sell a Country?

there’s no one-size-fits-all strategy. Capturing a city’s unique spirit and complex tapestry requires a custom approach. That said, many of the branding rules that apply to soda, clothes, and cars, also apply to places: Understand the... View Details

Keywords: by Danielle Kost; Tourism

24 Jul 2017
Research & Ideas

People Have an Irrational Need to Complete 'Sets' of Things

things incomplete” Do you want customers to refer more of their friends to your company’s website? Ask them to refer friends in arbitrary “batches” of five at a time. Looking to increase charitable giving to your nonprofit organization?... View Details

Keywords: by Carmen Nobel

22 May 2017
Lessons from the Classroom

A Luxury Industry Veteran Teaches the Importance of Aesthetics to Budding Business Leaders

understanding of what pleases others. They need to understand how to engage the senses and elicit delight. “People do not need more stuff, but they do need pleasure, and aesthetics is a powerful way to deliver it,” Brown says. For the... View Details

Keywords: by Carmen Nobel; Beauty & Cosmetics; Apparel & Accessories; Auto; Tourism

02 Apr 2001
Research & Ideas

Not All M&As Are Alike—and That Matters

geographically by rolling up other companies in adjacent territories. Usually, the operating unit remains local if the relationship with local customers is important. What the acquiring company brings is some combination of lower... View Details

Keywords: by Joseph L. Bower

Web

Running Jobs - Research Computing Services

resource usage. The section on choosing your resources provides guidelines for doing this. Running a Program/Submitting a Job There are two sets of methods of running programs and jobs on the HBS compute Grid: using default submission (wrapper) scripts or by writing... View Details

30 Oct 2019
Research & Ideas

How to Recover Gracefully After Shutting Down Your Startup

$60 million from investors that included Kleiner Perkins—didn’t close for another two years. No one wants to be a quitter. Psychology professor Angela Duckworth tapped into the zeitgeist with her famous TED Talk and best-selling book, Grit: The View Details

Keywords: by Danielle Kost

20 Nov 2012
First Look

First Look: November 20

the U.S. Department of Agriculture's approval of genetically modified organisms (GMOs), we find that product assessments by powerful stakeholders and peer agencies influence product approval and that their effects vary under different... View Details

Keywords: Sean Silverthorne

Web

Strategy Execution Online Course | HBS Online

Multidimensional Approach to Measurement Harnessing Human Motivation Show Hide Details Concepts Designing Diagnostic Control Systems Introducing the Three Wheels of Profit Planning Building a Balanced Scorecard Selecting Goals and Measures View Details

01 Mar 2024
News

The Internet's Next Frontier

While the Crypto, Fintech, and Web3 Lab—one of 13 labs contained within Harvard’s Digital Data Design Institute—might not have the Bunsen burners and test tubes found in science and engineering labs, it does share a philosophical construct: it is a sandbox—an... View Details

Keywords: Jennifer Gillespie

16 Mar 2009
Research & Ideas

When the Internet Runs Out of IP Addresses

addresses, it's difficult to get started in these businesses. Entry and potential entry are an important part of competition. We need to make sure new firms can easily begin operations so that existing providers can't hold customers... View Details

Keywords: by Sean Silverthorne; Telecommunications

16 Mar 2020
Research & Ideas

How the Coronavirus Is Already Rewriting the Future of Business

pandemic is likely to change how companies do business. Here’s what they said: Michael Beer: Organizations will develop trust-based cultures with employees The coronavirus challenge demands an organization-wide, honest conversation that enables truth to speak to... View Details

Keywords: by Dina Gerdeman

01 Jun 2024
News

Alumni and Faculty Books

Edited by Margie Kelley Alumni Books Debunking Teenagers: 200 Research-Based Parenting Strategies to Help Your Adolescent Successfully Navigate the “Tempteen” Years By Daphne Adler (MBA 2004) Independently Published Why are teenagers constantly tempted to behave... View Details

01 Jan 2005
News

Joseph J. O'Donnell, MBA 1971

most powerful person in Boston-head of a privately held, billion-dollar company he built practically from scratch; friend and advisor to politicians of both parties, from Boston's Democratic Mayor Tom Menino to the Bay State's Republican... View Details

01 Dec 2022
News

My First Job

work. I also learned that spending an hour talking to your girlfriend on the company phone when the boss is trying to call in is a quick way to get seriously reprimanded. Kwinters customers had two options: a ready-made steamed dog or a... View Details

Keywords: Business Schools & Computer & Management Training; Educational Services

09 Jun 2021
Research & Ideas

How Tennis, Golf, and White Anxiety Block Racial Integration

Psychology. “It’s not that Whites always do this—but that when given the power and the opportunity, they may seek ways to reduce the racial diversity in the spaces they inhabit to lessen contact with racial minorities,” says Jachimowicz,... View Details

Keywords: by Jay Fitzgerald

Publications