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- All HBS Web
(12,705)
- People (50)
- News (3,143)
- Research (7,048)
- Events (30)
- Multimedia (176)
- Faculty Publications (4,896)
Show Results For
- All HBS Web
(12,705)
- People (50)
- News (3,143)
- Research (7,048)
- Events (30)
- Multimedia (176)
- Faculty Publications (4,896)
- 1997
- Working Paper
Personal Investing: Advice, Theory, and Evidence from a Survey of TIAA-CREF Participants
By: Zvi Bodie and D. B. Crane
- 05 Jul 2010
- News
Tech customers question industry's takeover spree
- May 2006
- Article
Detection Defection: Measuring and Understanding the Predictive Accuracy of Customer Churn Models
By: Scott Neslin, Sunil Gupta, Wagner Kamakura, Junxiang Lu and Charlotte Mason
Neslin, Scott, Sunil Gupta, Wagner Kamakura, Junxiang Lu, and Charlotte Mason. "Detection Defection: Measuring and Understanding the Predictive Accuracy of Customer Churn Models." Journal of Marketing Research (JMR) 43, no. 2 (May 2006): 204–211.
- 2002
- Working Paper
Finding Value in Diversity: Verification of Personal and Social Self-Views in Diverse Groups
By: William B. Swann Jr., Jeffrey Polzer, Daniel Conor Seyle and Sei Jin Ko
Swann, William B., Jr., Jeffrey Polzer, Daniel Conor Seyle, and Sei Jin Ko. "Finding Value in Diversity: Verification of Personal and Social Self-Views in Diverse Groups." Harvard Business School Working Paper, No. 03-055, October 2002.
- 26 Jul 2022
- Cold Call Podcast
Can Bombas Reach New Customers while Maintaining Its Social Mission?
- 27 Sep 2010
- Research & Ideas
Customer Experts Lose Influence When Teams are Pressured
for relevant customization and adaptation to specific client needs. This is a significant aspect of maintaining ongoing client relationships. I observed that teams under heightened pressure tend to shut out... View Details
Keywords: by Sarah Jane Gilbert
- Article
Beyond the Carrot and the Stick: New Alternatives for Influencing Customer Behavior
By: Frances X. Frei
Frei, Frances X. "Beyond the Carrot and the Stick: New Alternatives for Influencing Customer Behavior." Harvard Management Update 8, no. 3 (March 2003).
- February 1996
- Supplement
Wainwright Industries (B): The Customer Challenge
By: Rosabeth M. Kanter and Norman Klein
Supplements the (A) case. View Details
Kanter, Rosabeth M., and Norman Klein. "Wainwright Industries (B): The Customer Challenge." Harvard Business School Supplement 396-220, February 1996.
- 07 Feb 2012
- News
What To Ask the Person in the Mirror
- January 2021 (Revised May 2021)
- Case
Amazon Shopper Panel: Paying Customers for Their Data
By: Eva Ascarza and Ayelet Israeli
This case introduces a new Amazon program that has consumers upload their receipts from transactions outside of Amazon, in exchange for money. Through the discussion, the case aims to explore issues in customers’ privacy in the digital age, the value of customers’ own... View Details
Keywords: Data Analytics; Data Privacy; Data Management; ＂Marketing Analytics＂; Marketing Communication; Marketing Research; Data-driven Management; E-Commerce Strategy; Ethical Decision Making; CRM; Consumer Protection; Targeted Advertising; Targeted Policies; Data Ownership; Marketing; Research; Marketing Communications; Analytics and Data Science; Management; Customer Relationship Management; Ethics; E-commerce; Retail Industry; Technology Industry; United States
Ascarza, Eva, and Ayelet Israeli. "Amazon Shopper Panel: Paying Customers for Their Data." Harvard Business School Case 521-058, January 2021. (Revised May 2021.)
- 11 Nov 2013
- Research & Ideas
A Smarter Way to Reduce Customer Defections
Companies spend significant sums to acquire customers. Once hooked, marketers protect those investments by attempting to keep patrons happy, engaged, and most of all, loyal. Reducing customer attrition, or... View Details
- 12 Jan 2023
- News
10 Ways to Boost Customer Satisfaction
- Article
Lessons from the GoDaddy Customer Revolt
By: Scott Duke Kominers and Paul Myer Kominers
Kominers, Scott Duke, and Paul Myer Kominers. "Lessons from the GoDaddy Customer Revolt." Harvard Business Review (website) (December 29, 2011).
- August 2002
- Article
Seven Barriers to Customer Equity Management
By: D. Bell, J. Deighton, W. J. Reinartz, R. T. Rust and G. Swartz
Bell, D., J. Deighton, W. J. Reinartz, R. T. Rust, and G. Swartz. "Seven Barriers to Customer Equity Management." Journal of Service Research 5, no. 1 (August 2002): 77–85.
- 11 Aug 2020
- News
Your Customers Have Changed. Here's How To Engage Them Again.
- 26 Jan 2022
- News
To Succeed With Purpose, Make it Personal
- 2016
- Book
Finding Purpose: Environmental Stewardship as a Personal Calling
By: Andrew J. Hoffman
Both thoughtful and thought-provoking, Finding Purpose aims to challenge our understanding of how humanity interacts with planet Earth, and our role within this. This book is an invitation: would you like to participate in one of the most important projects of... View Details
Hoffman, Andrew J. Finding Purpose: Environmental Stewardship as a Personal Calling. Routledge, 2016.
- Article
Cooks Make Tastier Food When They Can See Their Customers
By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay
While existing theory suggests that increased contact between customers and employees diminishes efficiency, recent research demonstrates that when employees can see their customers, the beneficiaries of their efforts, the quality and efficiency of the service they... View Details
Keywords: Operational Transparency; Service Delivery; Service Operations; Service Management; Service Industry
Buell, Ryan W., Tami Kim, and Chia-Jung Tsay. "Cooks Make Tastier Food When They Can See Their Customers." Harvard Business Review 92, no. 11 (November 2014): 34–35.