Customer Experience - Publications - Faculty & Research

01 Mar 2009
News

Your Taxi Is Waiting

reservation system, or phone, a customer reserved the entire plane, with pricing set on a per-hour basis. A typical day trip, such as the Boston–Syracuse example above, would run $4,400. Divided among the Caravan’s eight passengers, the... View Details

Keywords: Julia Hanna; Air Transportation; Transportation

04 Sep 2019
News

Advancing Diagnostics that Can Save Lives

facilities detect and control outbreaks of health care–associated infections. Lee notes that services like epiXact are not DZD’s primary objective, but they are critical to “developing customer instincts and building commercial muscle”... View Details

Keywords: Susan Young

01 Jun 2009
News

Dispatches from the Global Classroom

The School’s Immersion Experience Programs challenge MBAs with active, cross-cultural learning situations around the globe, from Silicon Valley to China to Europe. An on-the-ground report from Mexico’s smallest villages and its... View Details

Keywords: Julia Hanna; Colleges, Universities, and Professional Schools; Educational Services; Social Assistance; Health, Social Assistance; Management, Scientific, and Technical Consulting Services; Professional Services

01 Jun 2020
News

Check In

hotels we own, we’re looking at hospital-grade sanitation programs. We’re looking at things like plexiglass shields between the customer and the check-in desk. We’re considering what social distancing looks like in our restaurants—or do... View Details

Keywords: Julia Hanna; hotels; COVID-19; real estate; Accommodation; Hospitality

01 Dec 2013
News

Curing Health Care

fundraising, IP, patent law, and the ins and outs of FDA and HIPAA regulations. Tecco and Gross refined their vision for Rock Health in a field study with HBS senior lecturer Bob Higgins. But first, Tecco had the experience of founding... View Details

Keywords: Ambulatory Health Care Services; Health, Social Assistance; Management; Colleges, Universities, and Professional Schools; Educational Services

24 Mar 2021
News

Clubs Reaffirm Equity in Community Partners Work; Alumni Angels Invest in Member Education

groundbreaking accelerator promoting financial inclusion and access to capital for early-stage, technology-enabled companies led by women and multicultural entrepreneurs. Young companies accepted to the program receive mentorship, access to networks, and View Details

Keywords: Margie Kelley

01 Mar 2015
News

A Boomtown's Echo

in the oil patch during that boom—that’s how I put myself through college. But once the price of oil dropped in 1982 and 1983, then that boom went bust because it was no longer cost effective to extract the oil. It was a very painful View Details

Keywords: Oil and Gas Extraction; Mining

01 Dec 2018
News

Hard Choices

society that should offer a safety net, but also companies, where they recognize that employees are, first and foremost, people who must manage through the volatility we all experience over the course of our lives. Employees are there... View Details

Keywords: Seth Klarman (MBA 1982)

01 Dec 2013
News

Faster, Bigger, Stronger: Supersizing the NFL

together before the season," O'Reilly says. Guided by its extensive customer research, fan polling, and tracking of fan-engagement data across all its platforms, the NFL "gets smarter every day in terms of what our different fan segments... View Details

Keywords: Finance; Management; Performing Arts, Spectator Sports, and Related Industries; Arts, Entertainment

01 Jun 1997
News

Sorting Myth from Reality at Hong Kong Conference

several decades before an effective system of rules will govern China"), the burden of bloated state firms, and lack of experience with a market economy. Yet the mainland giant is likely to "continue to grow rapidly for the next two to... View Details

Keywords: Alejandro Reyes

Publications