Customers - Publications - Faculty & Research

30 Jul 2021
News

What’s the Right Customer Experience for Your Brand?

2023
Working Paper

No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate

By: Innessa Colaiacovo

Multi-location firms face a complex series of economic tradeoffs when deciding whether to implement standard processes or allow processes to vary across establishments. One element of this tradeoff is customer response. This paper explores customer reaction to a... View Details

Keywords: Consumer Behavior; Geographic Location; Policy; Health Pandemics; Retail Industry; United States

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July 2008
Teaching Note

Hilton Hotels: Brand Differentiation through Customer Relationship Management (TN)

By: Lynda M. Applegate, Gabriele Piccoli and Chekitan Dev

Teaching Note for [809029]. View Details

Keywords: History; Strategy; Customer Relationship Management; Information Technology; System; Privatization; Brands and Branding; Accommodations Industry

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December 2009 (Revised July 2010)
Teaching Note

Jones Lang LaSalle: Reorganizing around the Customer (2005) (TN)

By: Ranjay Gulati, Lucia Menzer Marshall and Patrick Cullen

Teaching Note for [410007]. View Details

Keywords: Restructuring; Customers

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05 Dec 2008
News

New Book Reveals How Customer and Employee Ownership Adds Business Value

February 2009
Background Note

Basic Techniques for the Analysis of Customer Information Using Excel 2007: A Step-by-Step Approach

By: Francisco de Asis Martinez-Jerez

The objective of this note is to provide a set of easy, step-by-step guides for some analytical techniques that are useful in the analysis of cases discussed in the course "Competing and Winning through Customer Information" (CWCI). The instructions that follow use... View Details

Keywords: Customer Relationship Management; Information Management; Management Analysis, Tools, and Techniques

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20 Aug 2020
Working Paper Summaries

Can Shared Service Delivery Increase Customer Engagement? A Study of Shared Medical Appointments

Keywords: by Ryan W. Buell, Kamalini Ramdas, and Nazlı Sönmez; Health

August 2009
Case

The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Co.

By: Willy C. Shih, Chen-Fu Chien, Chintay Shih and Jack Chang

When L.C. Tu receives an emergency order, he is confronted with a range of production scheduling choices, each of which has unique costs and trade-offs. The case was designed to help students understand job-shop style production and the impact of disruptions and... View Details

Keywords: Disruption; Customer Relationship Management; Decision Choices and Conditions; Cost; Order Taking and Fulfillment; Production; Semiconductor Industry; Taiwan

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20 May 2019
Research & Ideas

Activist CEOs Are Rising Up—and Their Customers Are Listening

When former Starbucks CEO Howard Schultz announced earlier this year he was thinking about running for president of the United States, it wasn’t a new idea. Past CEOs seeking the White House have included Carly Fiorina, Ross Perot, Herman Cain, Steve Forbes, Mitt... View Details

Keywords: by Michael Blanding

September 2005 (Revised February 2007)
Supplement

Angels and Devils: Best Buy's New Customer Approach (B)

By: Anita Elberse, John T. Gourville and Das Narayandas

Keywords: Customer Relationship Management; Electronics Industry; Retail Industry

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TeachingInterests

Executive Education: Leading Growth through Customer Centricity — India

By: Rajiv Lal

Establishing a strategic advantage in India's highly competitive marketplace requires a systemic shift in focus—away from selling products and toward meeting the needs of customers. But how many companies are prepared to carry out such fundamental change? By... View Details

2007
Blog

Harvard Business Online—Marketing Know:How: Customers Demand and Deserve Respect

By: John A. Quelch

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31 Mar 2023
News

What Is the Optimal Pattern of a Customer Journey?

February 1982
Case

MCI Telecommunications Corp. (B): Customer Service Strategy and Organization

By: John F. Cady and Frank V. Cespedes

Keywords: Customer Relationship Management; Customer Focus and Relationships; Strategy; Telecommunications Industry

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2003
Book

How Customers Think: Essential Insights into the Mind of the Markets

By: Gerald Zaltman

Keywords: Customers; Cognition and Thinking; Markets

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16 May 2016
HBS Case

Food Safety Economics: The Cost of a Sick Customer

Chipotle Mexican Grill’s ongoing struggle to win customers back months after a contaminated food crisis highlights the challenges companies face with keeping food safe. Chipotle has seen its shares tumble and recently reported its... View Details

Keywords: by Dina Gerdeman; Food & Beverage