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Show Results For
- All HBS Web
(6,270)
- People (3)
- News (1,338)
- Research (4,166)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,900)
- February 19, 2018
- Article
The Parts of Customer Service That Should Never Be Automated
By: Ryan W. Buell
Buell, Ryan W. "The Parts of Customer Service That Should Never Be Automated." Harvard Business Review (website) (February 19, 2018).
- May – June 1990
- Article
Case of the Complaining Customer (HBR Case Study and Commentary)
By: Dan Finkelman, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke and Claus Moller
Finkelman, Dan, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke, and Claus Moller. "Case of the Complaining Customer (HBR Case Study and Commentary)." Art. 90304. Harvard Business Review 68, no. 3 (May–June 1990).
- 1999
- Working Paper
Henry Heinz, 1844-1919: Connecting with Customers during Great Economic Change
By: Nancy F. Koehn
- 15 Oct 2015
- News
CEOs beware: Your astronomical salaries may soon cost you customers
- 10 Oct 2018
- News
The Legacy of Boaty McBoatface: Beware of Customers Who Vote
- 2011
- Book
The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
By: Fred Reichheld and Rob Markey
Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success.
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
Keywords: Customer Centric Initiative; Customer Defection; Customer Engagement; Customer Experience; Customer Focused Organization; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Network Effects
Reichheld, Fred, and Rob Markey. The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World. Boston, MA: Harvard Business Review Press, 2011.
- June 26, 2017
- Article
When You Have to Choose Between Core and New Customers
By: Marco Bertini and Nader Tavassoli
Bertini, Marco, and Nader Tavassoli. "When You Have to Choose Between Core and New Customers." Harvard Business Review Digital Articles (June 26, 2017).
- April 2003
- Teaching Note
Achieving Customer Satisfaction at Pizza Hut (TN) (A) and (B)
By: V.G. Narayanan
Teaching Note for (2-101-006) and (2-101-042). View Details
- 23 Mar 2012
- News
How to Charge a Fee (Without Starting a Customer Rebellion)
- 01 Oct 2020
- Video
Julia Austin - Product Customer Interviews, How Many, and Planning
- 12 Feb 2018
- Research & Ideas
Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?
customers, and how operational choices affect customer behaviors and firm performance. We all spend a surprising amount of time waiting our turn; by one estimate, Americans wait in line 37 billion hours a year—118 hours for every person.... View Details
- 10 Aug 2015
- Research & Ideas
Why a Federal Rule on CEO Pay Disclosure May Get You In Trouble With Customers
Here's a tip for companies looking to woo customers away from the competition: Besides advertising fair prices for your products, try advertising fair wages for your employees. Recent research from Harvard Business School indicates that... View Details
- November 1998
- Article
Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation
By: N. Narayandas
Narayandas, N. "Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation." Journal of Service Research 1, no. 2 (November 1998).
- June 2016
- Teaching Note
Filene's Basement: Inside a Fired Customer's Relationship
By: Jill Avery and Susan Fournier
How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details
- November – December 2010
- Article
Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help
By: F. Gino and L. Pierce
Gino, F., and L. Pierce. "Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help." Organization Science 21, no. 6 (November–December 2010): 1176–1194.
- Article
The Right Price, at the Right Moment, to the Right Customer
By: Tim Ham and Marco Bertini
Ham, Tim, and Marco Bertini. "The Right Price, at the Right Moment, to the Right Customer." Business Strategy Review 24, no. 1 (Spring 2013): 49–53.
- 2001
- Working Paper
Voice and Advocacy: Marketing's Role in Addressing the Poor as Customers
By: V. Kasturi Rangan and Arthur McCaffrey
- 08 May 2015
- News
Prestige brands can expand their reach—and make their core customers proud
Managing symbolic and exclusive brands involves an inherent tradeoff. Managers seek to generate growth by extending the customer base to new segments and markets. Yet increased popularity can dilute the exclusivity of the brand in the... View Details