Customer Experience - Publications - Faculty & Research - Harvard Business School

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Program

Leading and Building a Culture of Innovation

and innovate again and again. This lab-style leadership program immerses you in every stage of the innovation process. You'll roll up your sleeves and experience first-hand what it really takes to build the culture and capabilities... View Details

04 Feb 2025
Blog Post

Leadership with Purpose: Redefining Success and Impact with Satpal Singh (SELP—India 4, 2019)

Transformation at Legrand India and had spent years gaining diverse industry experience across the manufacturing, oil and gas, and energy sectors. My goal wasn’t just to refine my skills—I wanted to broaden my perspective on strategy,... View Details

Program

Leading Global Businesses

of crisis. In parallel, the program will guide you in a profoundly personal exploration that builds your self-awareness and emotional intelligence, delving into the core of your experience to strengthen your capacities as a global... View Details

08 Apr 2014
First Look

First Look: April 8

By: Hałaburda, Hanna, and Felix Oberholzer-Gee Abstract—The value of many products and services rises or falls with the number of customers using them; the fewer fax machines in use, the less important it is to have one. These network... View Details

Keywords: Sean Silverthorne

18 Jun 2013
First Look

First Look: June 18

mid-2012 Lit Motors had created both engineering and design prototypes and conducted initial customer tests on less than $750,000 of investment. Lit Motors' founder, Daniel Kim, had started the company to design and manufacture an... View Details

Keywords: Anna Secino

01 Dec 2023
News

The Imposter Among Us

Edited by Jen McFarland Flint; Illustrations by Peter Arkle It was their rst day at Harvard and like the rest of his cohort, Edgar Wallner (PMD 22, 1971) will never forget meeting Robert Gaines-Cooper. Frankly, it would have been difficult to miss the Englishman, who... View Details

Keywords: Business Schools & Computer & Management Training; Educational Services

03 Jun 2014
First Look

First Look: June 3

prospect of marketing ExperienceFLX's business to a new customer base through Groupon was very appealing, the Falks found that designing a deal that met Groupon's requirements while still allowing ExperienceFLX to make money and without... View Details

Keywords: Sean Silverthorne

05 Feb 2024
What Do You Think?

How Do You Hire for Attitude?

one person can approach $1,000. Team members describe the experience as a food tasting “journey” and speak of the “magic” they help create. Average team members appear to be in their 20s with a few years of experience. They told me they... View Details

Keywords: by James Heskett

Web

Students on the Job Market - Doctoral

Experiment There are concerns that managers repurchase shares myopically to benefit themselves at the costs of shareholders and society. Due to these concerns, the SEC adopted its 2023 Share Repurchase Disclosure Modernization Rules (the... View Details

29 Feb 2024
HBS Case

Beyond Goals: David Beckham's Playbook for Mobilizing Star Talent

with customer lifecycles and product lifecycles, but if their business relies on talent, they need to consider talent lifecycles as well,” says Elberse. “It’s inevitable as players get older, they’ll lose performance on the field. Even a... View Details

Keywords: by Avery Forman; Sports

Program

Senior Executive Leadership Program—China

to corporate success on a more strategic and senior level. Gain a new ability to think strategically, seize growth opportunities, and compete successfully both within the region and globally Foster the innovations that will improve your organization's ability to... View Details

Web

Harvard Business School Online Courses & Learning Platforms

Transforming Customer Experiences Professor Ryan Buell Gain a systematic approach for delivering standout services and experiences that provide a competitive edge and build... View Details

November 2019 (Revised December 2020)
Case

Grupo Éxito: Facing Colombia's Competitive Grocery Retail Industry

By: José B. Alvarez, Carla Larangeira, Jenyfeer Martinez Buitrago and Miguel Diaz Moreno

Grupo Éxito, a leading South American retailer, faced declining market shares in Colombia in 2019 with the arrival of low-cost competitors and emerging digital trends. Originally founded in Medellín, Éxito had over the course of its seventy-year history evolved from a... View Details

Keywords: Grocery; Market Share; Information Technology; Trends; Competitive Strategy; Retail Industry; Colombia; Latin America

Web

Lifelong Learning - Alumni

experiences that help members to become their best selves. They are small, intimate groups usually comprised of seven to ten alumni who meet regularly and discuss their personal and professional lives confidentially. Big Ideas from... View Details

June 2014 (Revised March 2016)
Case

Relating to Peapod

By: Susan Fournier and Jill Avery

Explores the relationships formed between consumers and the Peapod consumer-direct grocery delivery service, as revealed through an ethnographic study of Boston-area Peapod shoppers conducted between the Summer of 1997 and the Fall of 1999. Three representative case... View Details

Keywords: Brands and Branding; Customer Relationship Management; Marketing Strategy; Service Industry; Boston

June 2014
Case

Making Progress at IDEO

By: Teresa M. Amabile and Katrina Flanagan

This case focuses on different types of client relationships at IDEO, the value of these relationships for IDEO and clients, and the implications for IDEO designers' everyday experience of work. As new types of client work have shifted away from the more classic design... View Details

Keywords: Organizational Change and Adaptation; Motivation and Incentives; Employees; Customer Focus and Relationships; Service Industry

July 2010 (Revised March 2013)
Case

Heidrick & Struggles and Standard Chartered Bank: Managing Global Key Accounts

By: Robert G. Eccles and Kerry Herman

Daren Kemp, a partner at leadership consultancy and executive search firm Heidrick & Struggles, is responsible for the firm's relationship with Standard Chartered Bank (Standard Chartered). Standard Chartered is one of 94 companies in Heidrick's strategic partners... View Details

Keywords: Customer Relationship Management; Service Delivery; Partners and Partnerships; Business Strategy; Consulting Industry; Employment Industry

Web

Research Community - Doctoral

may lead. Students study business in motion, with all the variables operating at once and, like the companies they study, are not limited by traditional academic boundaries. Students acquire knowledge and research skills leading to mastery of a field of study and learn... View Details

31 Jan 2022
Research & Ideas

Where Can Digital Transformation Take You? Insights from 1,700 Leaders

all, they’re wrestling with three major shifts in the global economy—changes born of technology that technology alone can no longer address: New customer expectations. Customers want frictionless, end-to-end... View Details

Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards

Research Summary

Management Control Systems in Multiunit Companies

By: Tatiana Sandino

Professor Sandino conducts research on early-stage multiunit companies that introduce management control systems to help maintain operations, as well as company culture, as they grow, but also to enable adaptation to the different markets that they serve. Building... View Details

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