Customer Experience - Publications - Faculty & Research

18 Jul 2023
News

The First Five Years: Brooke Biederman (MBA 2019)

work in watches. Next, Discovery, a South African health care company, incentivizes healthy behavioral change that leads to fewer claims and lower premiums for customers as the company's cost to serve them decreases, too. It's an... View Details

Keywords: Robert Bochnak

Web

Online Business Courses & Certifications | HBS Online

Wheeler Master negotiation techniques to secure maximum value for yourself and your organization. 8 weeks, 4-5 hrs/week Pay by September 11 $1,850 Certificate New Transforming Customer Experiences Professor... View Details

01 Dec 2023
News

Thinking Ahead

and brand, marketers often break down the experience into three moments: before, during, and after purchase. Research by Assistant Professor Julian De Freitas shows the advantage of considering the customer... View Details

Keywords: Julia Hanna; Illustrations by Chris Gash; News, Library, Internet, and Other Services; Information

August 2004 (Revised July 2006)
Case

PROPECIA TM: Helping Make Hair Loss History

By: Marta Wosinska and Youngme E. Moon

In late 1997, Tom Casola, brand manager for Propecia, debates the best approach to market this breakthrough one-a-day pill for hair loss. This launch would be atypical for a prescription drug because of the key position of the consumer. As a result, the team's... View Details

Keywords: Advertising; Communication Strategy; Customers; Marketing Communications; Marketing Strategy; Product Launch; Product; Performance Effectiveness; Problems and Challenges; Quality; Pharmaceutical Industry

Citation

Educators

Purchase

01 Nov 2017
What Do You Think?

What Are the Real Lessons of the Wells Fargo Case?

control, questionable organizational (particularly human resource management) practices, and human behavior traits in general. As “Former Employee” put it, “much of the language in the Visions and Values about caring for team members and View Details

Keywords: by James Heskett; Banking

07 Jul 2021
Book

Good News for Disgraced Companies: You Can Regain Trust

providing a warm, welcoming, personalized experience at every level, from executives and managers to housekeeping and wait staff. And Patagonia has demonstrated its pro-environment stance by continually re-examining its practices—from... View Details

Keywords: by Lane Lambert

27 Feb 2024
Research & Ideas

Why Companies Should Share Their DEI Data (Even When It’s Unflattering)

Companies struggling with diversity, equity, and inclusion might be tempted to hide their workforce data. Why shine a light on a company’s limited progress—or worse, risk a public-relations headache? It turns out, all news is good news when it comes to letting View Details

Keywords: by Shalene Gupta

05 Dec 2006
First Look

First Look: December 5, 2006

Science Foundation. The developed platform offers an unprecedented view of the R&D-to-patenting innovation process and a close analysis of the strengths and limitations of the Industry R&D Survey. The files are linked through a name-matching algorithm View Details

Keywords: Sean Silverthorne

21 Nov 2006
First Look

First Look: November 21, 2006

recommendations, and feeds, to help members manage their experiences with their online friends. The two choices have very different value propositions and have very different competitive implications. Also describes the dynamics of... View Details

Keywords: Sean Silverthorne

07 Mar 2011
Research & Ideas

Why Companies Fail—and How Their Founders Can Bounce Back

jibe with customer demand. "Instead of going into the venture with a broad hypothesis, they commit in ways that don't allow them to change," Ghosh says. He cites as an example the failed dot-com-era grocer Webvan, which bought... View Details

Keywords: by Carmen Nobel

Web

Finance - Faculty & Research

Finance Finance May 2014 Article Dynamics of Demand for Index Insurance: Evidence from a Long-Run Field Experiment By: Shawn A. Cole , Daniel Stein and Jeremy Tobacman This paper estimates how experimentally-manipulated View Details

28 Jan 2019
Research & Ideas

Forget Cash. Here Are Better Ways to Motivate Employees

types of work Cash rewards are best suited as a motivator for work that is measured quantitatively, Whillans says. Many studies of the service and sales industries show that cash rewards lead to increased sales and improved customer... View Details

Keywords: by Dina Gerdeman

15 Aug 2023
HBS Case

(Virtual) Reality Check: How Long Before We Live in the 'Metaverse'?

online shopping experience today is currently lacking a sense of immersion and customization that, in theory, a 3D virtual world would provide.” What should businesses do? Wu believes the metaverse will... View Details

Keywords: by Jay Fitzgerald; Technology; Computer; Information Technology

12 Apr 2017
Research & Ideas

Why Productivity Suffers When Employees Are Allowed to Schedule Their Own Tasks

the radiologists strayed from the prescribed scheduling order 42 percent of the time. Certain factors increased the likelihood of this behavior. Experience was one: For every year of working at the firm, the likelihood of deviating from... View Details

Keywords: by Carmen Nobel; Health

17 Jan 2023
In Practice

8 Trends to Watch in 2023

As 2023 begins, businesses and employees face an uncertain economy and labor market, as the twin dilemmas of inflation and interest rates weigh on forecasts. Harvard Business School faculty share the top trends that they believe will shape the workplace and markets... View Details

Keywords: by Avery Forman

16 Oct 2023
HBS Case

Advancing Black Talent: From the Flight Ramp to 'Family-Sustaining' Careers at Delta

Keyra Lynn Johnson. “The frontline perspective can give management important insight into the employee experience and what customers really want from the airline.” Delta has reclassified most jobs that had... View Details

Keywords: by Lane Lambert; Air Transportation

Web

Behavioral Finance & Financial Stability

variation in value across banks. Variation in productivity is driven by differences across banks in technology, customer demographics, and market power. Their findings suggest that there is significant heterogeneity in banks’ ability to... View Details

05 Oct 2023
News

On the Move: Massimo (Max) Magni (MBA 2003)

Our “On the Move” series highlights HBS alumni who are taking on new roles and responsibilities. Here we speak with Massimo (Max) Magni (MBA 2003), who has been named Macy’s new chief customer and digital officer. In this role, Magni will take charge of Macy’s digital... View Details

Keywords: Retail Trade

Web

Research - Global

customized soil nutrient management advisory service in India. As a methodological contribution, we examine whether and in which settings satellite measurements may be effective at estimating both agricultural yields and treatment... July... View Details

16 Jun 2009
First Look

First Look: June 16

Chairman Wang Jianzhou was exploring ways to expand its customer base. Nearly saturated in the cities, China Mobile needed to broaden its base of subscribers. Wang believed that further investment in China's rural villages was a key... View Details

Keywords: Martha Lagace

Publications