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Publications

Publications

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  • All HBS Web  (1,202)
    • News  (234)
    • Research  (815)
    • Events  (8)
  • Faculty Publications  (241)

Show Results For

  • All HBS Web  (1,202)
    • News  (234)
    • Research  (815)
    • Events  (8)
  • Faculty Publications  (241)
← Page 29 of 1,202 Results →
  • 18 Jan 2018
  • News

The Lessons of All-Day Breakfast

came in? Cunningham: I was not on site, but certainly a lot of folks on the team were. We really closely monitored the results and we look at results across three different dimensions. We always look at the consumer dimension, so what are View Details
Keywords: Food Services and Drinking Places; Hospitality
  • 25 Aug 2022
  • News

Up on the Corner

six-story, mixed-use building will soon rise above the dirt and gravel. The ground floor will feature an Afrocentric bookstore-café where customers can peruse books by African authors while sipping hibiscus tea and baobab juice. (Dlodlo,... View Details
Keywords: Alexander Gelfand; photographed by Melissa Golden; Real Estate
  • 06 Aug 2019
  • Cold Call Podcast

Super Bowl Ads Sell Products, but Do They Sell Brands?

entitled, Super Bowl Storytelling. I'm your host, Brian Kenny, and you're listening to Cold Call, recorded live at the 2019 Evanta CMO Executive Summit. Shelle Santana is an expert in consumer behavior, particularly in relation to... View Details
Keywords: Advertising; Sports; Entertainment & Recreation; Media & Broadcasting
  • Research Summary

Overview

The overarching goal of my research is to produce works that are influential and informative to both academics and practitioners in the field of operations management. To accomplish this, I collaborate with industry partners who provide knowledge about their field,... View Details
  • 01 Jul 2019
  • Research & Ideas

The Airbnb Lesson for Startups? Success Takes More Than Technology

Harvard Business School Working Knowledge. [Image: baona] Related Reading Are You a Digital Manager? What’s Really Disrupting Business? It’s Not Technology How Uber, Airbnb, and Etsy Attracted Their First 1,000 View Details
Keywords: by Danielle Kost; Travel; Tourism
  • 17 Apr 2017
  • HBS Case

This Turkish Debt Collector Is Customer-friendly

customer experience.” Related Reading: What Customers Want from Your Products How Much Time Should CEOs Devote to Customers? Break Your Addiction to Service Heroes View Details
Keywords: by Michael Blanding; Financial Services
  • 02 Jun 2014
  • Research & Ideas

Excerpt: ‘A Social Strategy’

photo; shared or liked a Coca-Cola-related deal; or wrote a product recommendation.   Related Article An Interview With The Author Read The Interview Indeed, many firms began to compete with each other over who can have most Facebook fans... View Details
  • 01 Mar 2019
  • News

3-Minute Briefing: Richard Edelman (MBA 1978)

reskilling blue-collar workers—which is perfect in a time of automation. It’s genuine, because it fits with who their customer is, and it means something. Companies need to stay in their own swim lane. I still love doing crisis work,... View Details
Keywords: Julia Hanna; Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services
  • 01 Sep 2010
  • News

You’ve Been YouTubed

Art by John Weber Related Links Virtual Learning Series: Understanding Users of Social Networks Career Webinar: Leverage the Power of Your LinkedIn Network Tweets are in the air we breathe. Most of us know that “friend” can also be a... View Details
Keywords: Julia Hanna; social media; Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services
  • 2002
  • Chapter

Use the Balanced Scorecard to Partner with Strategic Constituents: Employees, Customers, Suppliers, and Communities

By: Robert S. Kaplan and David P. Norton
Keywords: Balanced Scorecard; Employee Relationship Management; Customer Relationship Management; Business and Community Relations; Business and Stakeholder Relations
Citation
Related
Kaplan, Robert S., and David P. Norton. "Use the Balanced Scorecard to Partner with Strategic Constituents: Employees, Customers, Suppliers, and Communities." Chap. 2 in Partnering: The New Face of Leadership, edited by Larraine Segil, Marshall Goldsmith, and James Belasco, 9–33. New York: AMACOM, 2002.
  • 01 Sep 2011
  • News

Capitalism’s False Mantra

Related Links Martin discussing his book One of the most influential papers defining the role of business, “Theory of the Firm: Managerial Behavior, Agency Costs and Ownership Structure,” was coauthored in 1976 by Michael Jensen, the... View Details
Keywords: Sean Silverthorne; Publishing Industries (except Internet); Information; Management
  • 01 Dec 2022
  • News

Case Study: Your Call Is Important to Us

custom voice system, which means there’s a whole range of small- and mid-sized businesses that are underserved,” Sambvani says. With Slang.ai, he’s offering mid-market companies access to these more sophisticated tools that can... View Details
Keywords: Computer Systems Design and Related Services; Computer Systems Design and Related Services
  • 01 Dec 2018
  • News

Evergreen Business

Above: photo by John Loomis About 80 percent of Frans Kok’s (MBA 1972) cut-your-own customers make the trek to the Middleburg Christmas Tree Farm in Philomont, Virginia, during the two weeks after Thanksgiving. After bumping down the... View Details
Keywords: Jen McFarland Flint
  • 01 Jun 2010
  • News

Green Dreams: Eco-Friendly Countertops

company’s product throughout its Seattle headquarters. Other customers include NASA, the Ritz-Carlton, Starbucks, Whole Foods, Amazon, Disney’s Epcot theme park, and Google. IceStone has come a long way since Magagnini’s dark day, and not... View Details
Keywords: Sarah Auerbach; Furniture and Related Product Manufacturing; Furniture and Related Product Manufacturing
  • 12 Mar 2018
  • Op-Ed

Op-Ed: Why BlackRock CEO Larry Fink Is Not a Socialist

difference through their work. If they can align their personal purpose with the company’s purpose, there is a congruence that inspires them to do superior work, create great products and innovations, achieve the highest quality, and provide View Details
Keywords: by Bill George; Banking
  • 01 Jun 2002
  • News

History Matters

History shows us that when economic times are tough, customer relations are more important than ever, according to HBS professor Nancy Koehn. In “Chasing Dreams during Troubled Times: Lessons from the Past”... View Details
  • 01 Jun 2024
  • News

Case Study: Ready for an Upgrade

Illustration by Alvaro Dominguez The Los Angeles–based startup Stell was borne of a pain point almost as old as recorded history itself: paperwork. One of Stell’s cofounders, Malory McLemore (MBA 2022), had landed a job as an engineer at Airbus after earning a... View Details
Keywords: Jen McFarland Flint; Computer Systems Design and Related Services; Professional Services
  • 13 May 2019
  • Research & Ideas

The Unexpected Way Whistleblowers Reduce Government Fraud

contract terms or taking on some of the risk and offering additional protection to your customers can enable you to rebuild that trust and get back to where you were initially.” Heese also emphasizes a by-product of the research: a... View Details
Keywords: by Kristen Senz; Service; Construction
  • 01 Apr 2002
  • News

Professorship Brings Brierley's HBS Connection Full Circle

members, Epsilon engineered many of the ‘customer relationship' techniques that make today's customer loyalty programs so successful," says Brierley, who served as Epsilon's president and CEO for its first ten years. In 1980, serving... View Details
Keywords: Charles M. Williams; Epsilon Data Management; Computer Systems Design and Related Services; Computer Systems Design and Related Services
  • 12 Sep 2018
  • News

Game-Changing Analytics

that address the priorities of women fans, as an example of “using analytics to change how companies identify opportunities, build content and products that relate to people, and find new ways to benefit both View Details
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