customer engagement - Publications - Faculty & Research

06 Jun 2012
What Do You Think?

Is Something Wrong with the Way We Work?

created by customers and clients and their increasing expectations that we be available day and night. Even more can be laid at the feet of leadership. But ultimately the primary culprit is us. That's my sense of the comments concerning... View Details

Keywords: by James Heskett; Consulting

03 Dec 2007
Research & Ideas

Authenticity over Exaggeration: The New Rule in Advertising

Media Wise That sort of approach isn't possible in today's media-rich world—and probably wouldn't be very effective anyway. "It's more like the Vietnam War now," Deighton continues. "The ideas have to belong to the people you're attempting to View Details

Keywords: by Julia Hanna; Publishing; Advertising

11 Dec 2017
News

Growing from Within

guest counts on a daily basis across the restaurant portfolio as well as operating metrics such as speed and accuracy of service and food quality. Also very important are customer and people metrics. The success of our business largely... View Details

Keywords: Dan Morrell; Food Services and Drinking Places; Hospitality

Web

Online Entrepreneurial Marketing Course | HBS Online

Stories FAQs Enroll Now Key Concepts Develop and continually adapt go-to-market strategies Distinguish between marketing- and sales-led organizations and marketers’ role in each Establish a customer selection strategy, including buyer... View Details

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

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

26 Apr 2011
News

Do You See What I See?

management practice Sandra Sucher, who teaches a section of the course. “It’s all about engaging the ‘other,’ and leaders can be notoriously poor at separating out their own perception from the way that other people might see things.”... View Details

Keywords: Julia Hanna; Colleges, Universities, and Professional Schools; Educational Services

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

05 Jun 2014
Research & Ideas

Fixing the ‘I Hate Work’ Blues

like partners and coaches than bosses and controllers in the traditional sense. Finally, the most senior executives in the organization should be engaged every day with the first-line: working with them in the marketplace and in View Details

Keywords: by Bill George

Student-Faculty-Profile

Michelle Shell & Ryan Buell

productively engage customers in the creation of value. The alignment of our interests and our complementary experiences in financial services—Michelle’s as a practitioner and mine as a researcher—make us a... View Details

12 Mar 2019
First Look

New Research and Ideas, March 12, 2019

emergent machine of the sovereign state. Yet such strategic interaction rarely yielded a decisive victory for either the secular state or for religion. By tracing how state-builders engaged religious institutions, elites, and attachments,... View Details

Keywords: Dina Gerdeman

01 Mar 2018
News

What I Do: Philippe Hellich (MBA 1996)

Founded in Sweden in 1943, IKEA is the world’s largest furniture retailer, outfitting dorm rooms and designer homes around the globe. A company that engages nearly a billion customers every year and employs... View Details

Keywords: Julia Hanna; illustrations by Peter and Maria Hoey

30 Aug 2004
Research & Ideas

Mapping Your Board’s Effectiveness

asking an occasional question or offering an occasional comment to show that they are doing their due diligence. Extending the Balanced Scorecard and strategy map framework to board members will enable them to perform more effectively and efficiently. To View Details

Keywords: by Robert S. Kaplan

10 Jan 2020
Blog Post

Know Your Audience - Recruiting HBS Students for Retail

sets align with what a company needs, everyone wins. A Custom Fit As the retail industry evolves, so do recruiting best practices. “More companies are turning away from a standard recruiting presentation and are being more agile and... View Details

Keywords: Consumer Products / Retail

Web

Departments | Employment

and custom programs to over 13,000 participants annually, from over 130 countries. Open enrollment programs range from a few days to over a period of months, while custom View Details

23 Jul 2013
First Look

First Look: July 23

Relationships Using CRM By: Avery, Jill, and Susan Fournier Abstract—With incidences in the 20%-25% range, the practice of firing customers has become increasingly attractive as firms try to maximize the lifetime value of their View Details

Keywords: Anna Secino

15 Oct 2015
Blog Post

Why We Recruit: Medallia

summer 2015. For our full-time positions we hire MBA students for a number of different roles, including Engagement Managers and Customer Solutions Managers. Our summer MBA interns take on a variety of... View Details

Keywords: Technology

01 Mar 2017
News

HBX: Reimagining HBS for the Digital Age

audiences. “We knew we wanted to bring the distinctive features of the HBS classroom — real-world cases and problem solving, active learning, and peer engagement — online,” says Professor Bharat Anand, a member of the initial development... View Details

Web

Online Digital Marketing Strategy Course | HBS Online

marketing strategy Develop approaches for attribution, budget allocation, and calculating customer lifetime value Explore customer engagement techniques, including... View Details

24 Jul 2014
Blog Post

Create a Content Marketing Strategy for your Talent Acquisitions Team

marketing strategy that will attract and engage talent that is right for your firm. Segment your target audience.Get to know your target candidates. Who are they and what do they look for in an organization? Is culture a priority for them... View Details

Publications