Customer Engagement - Publications - Faculty & Research

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

24 Jul 2018
First Look

New Research and Ideas, July 24, 2018

contest. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=54708 June 2018 Management Science Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged By: Lee,... View Details

Keywords: Dina Gerdeman

10 Sep 2015
Blog Post

Why We Recruit: EF Education First

about helping people create new opportunities for themselves through immersive international experiences. We offer our customers every imaginable way to see the world, engage with another culture, learn a... View Details

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

01 Jun 2015
News

Alumni and Faculty Books for June 2015

Alumni Books The Boat House Café: Book One of First Light by Linda Cardillo (MBA 1978) (Bellastoria Press LLP) A novel set on Martha’s Vineyard. Buffoonery on Woodhouse Avenue by Bob Garland (PMD 20, 1970) (Gabbrolandbooks) The fourth in a series of humorous novels.... View Details

25 Jun 2019
Research & Ideas

The Powerful Strategic Tool Companies Should Not Try to Control

World Nutella Day a cease-and-desist letter in 2013. The company backed down and eventually embraced this day of honor of its beloved product. Companies devote significant resources to holding focus groups and collecting customer... View Details

Keywords: by Danielle Kost

02 Mar 2011
Research & Ideas

Managing the Open Source vs. Proprietary Decision

on customized software, bundled software, and (to a lesser extent) support services are significantly more likely to engage in some open source than pure software developers. Synergies are likely to make it... View Details

Keywords: by Josh Lerner & Mark Schankerman; Technology

04 Oct 2019
News

Changing of the Guard at Tesco

of amazing retailers with the organization. It’s much broader, about strategy, if you understand the brand, the customer and do you have the interpersonal skills to engage with 450,000 people?” READ MORE View Details

Keywords: Tesco; Food and Beverage Stores; Retail Trade

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

29 Jan 2015
Blog Post

Ask about the FIELD Immersion during your next interview

student’s ability to engage with a diverse group of people and apply the knowledge he/she gained from those conversations to solve a problem or dilemma. Delving into the customer interaction experience... View Details

Web

AI Enhanced Learning: HBS IT and Faculty Collaborate on Research Navigator Bot | Information Technology

business contexts, the course places student teams in real-world consulting scenarios with global partners. Some teams remain in Boston, but most travel abroad for “Immersion Week,” engaging directly with local organizations to consult on... View Details

Web

Credential of Digital Innovation and Strategy | HBS Online

smarter Apply design thinking and creative problem-solving principles to generate new ideas, enhance team performance, and innovate collaboratively Gain frameworks, tools, and customer engagement techniques... 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

15 Dec 2014
Research & Ideas

Deconstructing the Price Tag

view pricing can be found in the article Brain Marketing: Is the Product Worth the Price?.) "One of the big takeaways from my perspective is that this opens up the door to companies considering engaging their View Details

Keywords: by Dina Gerdeman; Retail

22 Feb 2011
Research & Ideas

The Most Important Management Trends of the (Still Young) Twenty-First Century

perhaps even more importantly, engaging in CSR-activities on a customer-by-customer basis allows firms to calculate a return-on-investment for such activities: Do customers who we involve in our charitable... View Details

Keywords: by Sean Silverthorne

Web

Collections | Working Knowledge

markets, and more. Regulation and Compliance Global insights on regulation: navigating authoritarian regimes, ethics, healthcare gaps, and corporate integrity challenges. Marketing and Consumers Explore marketing insights—from transparency in tech to psychological... View Details

15 Oct 2012
Research & Ideas

Why Business IT Innovation is so Difficult

chains, and speeding communications. The result: "People can spend more time thinking up new products and servicing customers, and less time checking boxes." To get there, most firms must be willing to engage in radical change and... View Details

Keywords: by Maggie Starvish

16 Jul 2018
Blog Post

3 Key Take-a-Ways From My Summer at Zalando

approach that the taskforce took to deal with the challenge, as diversity discussions can easily become very subjective and opinion-based. 2. Customer Care (CuCa) Experience Training One of Zalando’s core values is “customer obsession”.... View Details

Keywords: Consumer Products / Retail

Web

About Us | Information Technology

The Multimedia Development team is deeply thoughtful about the student journey, and the cases are beautiful. Students, executives, and my colleagues from other schools are always impressed. The cases engage students in a different way.... View Details

01 Dec 2014
News

Rethinking the Fashion Beat

community and a global one—how it interacts and how it can be brought together,” he says. “We don’t just report the news, we engage with it.” Return to Fashion's Retail Revolution main page « To learn more about these seven HBS Alumni... View Details

Keywords: Alyssa Giacobbe; fashion; Retail Trade

Publications