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1999
Working Paper

Marshall Field, 1834-1906: The Retail Brand as a Customer Experience

By: Nancy F. Koehn

Article

How Direct-to-Consumer Brands Can Continue to Grow

By: V. Kasturi Rangan, Daniel Corsten, Matt Higgins and Leonard A. Schlesinger

Direct-to-consumer (DTC) brands such as Allbirds, Casper, Peloton, and Warby Parker have creatively found a weakness in the marketing citadel of incumbent brands. By using data gleaned from daily interactions with customers, these brands have been able to adapt how... View Details

Keywords: Direct-to-consumer; Customer Journey; Business Model; Customer Relationship Management; Growth and Development Strategy

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10 Aug 2015
Research & Ideas

Why a Federal Rule on CEO Pay Disclosure May Get You In Trouble With Customers

Here's a tip for companies looking to woo customers away from the competition: Besides advertising fair prices for your products, try advertising fair wages for your employees. Recent research from Harvard Business School indicates that... View Details

Keywords: by Carmen Nobel; Retail

November 1998
Article

Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation

By: N. Narayandas

Keywords: Measurement and Metrics; Management; Customer Focus and Relationships

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February 19, 2018
Article

The Parts of Customer Service That Should Never Be Automated

By: Ryan W. Buell

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May – June 1990
Article

Case of the Complaining Customer (HBR Case Study and Commentary)

By: Dan Finkelman, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke and Claus Moller

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1999
Working Paper

Henry Heinz, 1844-1919: Connecting with Customers during Great Economic Change

By: Nancy F. Koehn

February 2011
Supplement

Dataset for "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel" (CW)

By: Dennis Campbell and Francisco de Asis Martinez-Jerez

Datasets of gaming and hotel customers to perform analysis for the case. View Details

Keywords: Analytics and Data Science; Games, Gaming, and Gambling; Las Vegas

12 Feb 2018
Research & Ideas

Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?

customers, and how operational choices affect customer behaviors and firm performance. We all spend a surprising amount of time waiting our turn; by one estimate, Americans wait in line 37 billion hours a year—118 hours for every person.... View Details

Keywords: by Michael Blanding; Retail; Service

June 2016
Teaching Note

Filene's Basement: Inside a Fired Customer's Relationship

By: Jill Avery and Susan Fournier

How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details

Keywords: CRM; Customer Profitability Analysis; Customer Lifetime Value; Consumer Behavior; Marketing; Marketing Strategy; Customer Focus and Relationships; Brands and Branding; Customer Relationship Management; Retail Industry; United States

September 2024
Supplement

Assessing the Value of Unifying and De-Duplicating Customer Data Spreadsheet Supplement

June 2013
Supplement

Olympic Rent-A-Car U.S.: Customer Loyalty Battles, Spreadsheet for Instructors (Brief Case)

By: John Deighton and James T. Kindley

April 1987
Supplement

Inland Steel Co. Product Policy, Video 3: Customer and Technical Services

By: Benson P. Shapiro and Lawrence B. Levine

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November – December 2010
Article

Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help

By: F. Gino and L. Pierce

Keywords: Wealth; Customers

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February 2022 (Revised August 2022)
Case

Amazon, Expedia, and Antitrust: Meeting Legal and Ethical Responsibilities to Customers

By: Robert J. Dolan

December 2017
Case

Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table

By: Jose B. Alvarez, Maria Fernanda Miguel and Mariana Cal

Molino Cañuelas was a vertically integrated food company with a management system that allowed it to innovate and grow systematically. With sales of $2 billion in 2016, the firm not only produced flour, vegetable oil, and packaged food products, it also owned a port... View Details

Keywords: Quality Management System; Food Industry; Molino Cañuelas; Argentina; Vertical Integration; Quality; Management Systems; Expansion; Global Range; Growth and Development Strategy; Agribusiness; Food and Beverage Industry; Agriculture and Agribusiness Industry; Argentina

Article

Moving from Engagement to a Real Marriage of Brand and Customer

By: Jeffrey F. Rayport

Keywords: Technology; Digital Services; Strategy; Internet and the Web; Marketing

August/September 2003
Article

A Plea to Boards to Shift Focus Back to the Customer

By: Gail J. McGovern and John Quelch

Article

The Right Price, at the Right Moment, to the Right Customer

By: Tim Ham and Marco Bertini

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2001
Working Paper

Voice and Advocacy: Marketing's Role in Addressing the Poor as Customers

By: V. Kasturi Rangan and Arthur McCaffrey

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