customer engagement - Publications - Faculty & Research

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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

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

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

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

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

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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

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

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

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

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Leadership with purpose: Redefining success and impact with Satpal Singh (SELP—India 4, 2019) - Recruiting

appreciation for my own strengths and a renewed sense of purpose. Engaging with the individuals featured in case studies further enriched the experience. Hearing firsthand how they navigated complex transformations brought the lessons to... View Details

01 Apr 2000
News

Award-Winning Article Urges Companies to Loosen Ties that Bind

John Hagel III (MBA '77) and Marc Singer are the winners of the 1999 McKinsey Award for the best article published in the Harvard Business Review. "Unbundling the Corporation," which appeared in the March/April 1999 HBR, argues that most companies are really View Details

01 Mar 2015
News

We Have Liftoff

phone, see your bill, and pay in seconds with SplitNGo. No app required. When your workday ends: When it finally gets slow at our pilot restaurant, and we get to head home after busing tables and talking to customers all night. Your... View Details

Keywords: Dan Morrell; Rental and Leasing Services; Real Estate

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

01 Sep 2020
News

Giving Amazon the Boot

since people preferred Amazon’s free two-day shipping. Occasionally, scammers would return cheaper, used boots in Ranch Road boxes for a full refund, and Ford was anxious that an unwitting customer would wind up with the wrong product and... View Details

Keywords: Lisa Scanlon Mogolov; Miscellaneous Store Retailers; Retail Trade

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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

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

29 Mar 2016
First Look

March 29, 2016

https://www.hbs.edu/faculty/Pages/item.aspx?num=50822 forthcoming Manufacturing & Service Operations Management How Do Customers Respond to Increased Service Quality Competition? By: Buell, Ryan W., Dennis Campbell, and Frances X. Frei... View Details

Keywords: Sean Silverthorne

01 Dec 2017
News

Ask the Expert: Human Intelligence

algorithms. So much richer, in fact, that my engagement with a particular brand might be very different than yours, because it’s customized to each of us. I can also imagine this predictive learning being... View Details

Keywords: April White

07 May 2013
First Look

First Look: May 7

equity groups. Instead, they appear to expand their private equity engagement to take advantage of the credit market booms while capturing private benefits from cross-selling of other banking services. Publisher's link:... View Details

Keywords: Carmen Nobel

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