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  • December 2009
  • Article

Closing the Customer Feedback Loop

By: Rob Markey, Fred Reichheld and Andreas Dullweber
Realizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that... View Details
Keywords: Customer Centric Initiative; Customer Satisfaction; Customer Focus and Relationships; Customer Value and Value Chain
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  • January 2008
  • Article

Innovation Killers: How Financial Tools Destroy Your Capacity to Do New Things

By: Clayton M. Christensen, Stephen P. Kaufman and Willy C. Shih
Most companies aren't half as innovative as their senior executives want them to be (or as their marketing claims suggest they are). What's stifling innovation? There are plenty of usual suspects, but the authors finger three financial tools as key accomplices.... View Details
Keywords: Investment; Innovation and Management; Growth and Development Strategy; Business and Shareholder Relations; Prejudice and Bias; Value Creation
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  • 30 Apr 2021
  • Research & Ideas

Why Anger Makes a Wrongly Accused Person Look Guilty

whether an accused person has committed the offense, based on the emotions he or she expresses. Such an unfair judgment can have grave consequences, affecting the accused person’s career and even leading to job loss. "People who are View Details
Keywords: by Michael Blanding
  • 24 Nov 2008
  • Research & Ideas

Harvard Business School Discusses Future of the MBA

"As organizations have become flatter, those running them are looking for leaders who can see opportunities and address problems that cut across functional boundaries." Even managers in large organizations have to think and act... View Details
Keywords: by Roger Thompson & HBS Bulletin; Education
  • 22 Apr 2009
  • Working Paper Summaries

Where is the Pharmacy to the World? International Regulatory Variation and Pharmaceutical Industry Location

Keywords: by Arthur Daemmrich; Pharmaceutical
  • 17 May 2017
  • Research & Ideas

Minorities Who 'Whiten' Job Resumes Get More Interviews

resumes than candidates who reveal their race—and this discriminatory practice is just as strong for businesses that claim to value diversity as those that don’t. These research findings should provide a startling wakeup call for business... View Details
Keywords: by Dina Gerdeman
  • 2008
  • Book

On Competition

By: M. E. Porter
Competition is one of society's most powerful forces for making things better in many fields of human endeavor. The study of competition and the creation of value, in their full richness, have preoccupied me for several decades. Competition is pervasive, whether it... View Details
Keywords: Leadership; Practice; Competitive Strategy; Theory; Value Creation
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  • 17 Apr 2007
  • First Look

First Look: April 17, 2007

firm, or between an upstream and downstream firm. We claim that misalignment is costly both to the involved functions/firms and to the rest of the organization or supply chain, and focus the paper on studying the circumstances under which... View Details
Keywords: Martha Lagace
  • 15 Aug 2011
  • Research & Ideas

A New Model for Business: The Museum

benefit from acting more like museum curators. "Many museums have enormous collections, so the possibilities are nearly endless," he says. "And most museum patrons don't know anywhere nearly enough to make these decisions on their own,... View Details
Keywords: by Carmen Nobel
  • 26 Aug 2008
  • First Look

First Look: August 26, 2008

to the "Arauco: Forward Integration or Horizontal Expansion?" case. This short case looks at the company in late 2007 after it has decided to invest in a Brazilian joint venture involving forests, saw mills, and a paper mill. The case View Details
Keywords: Sean Silverthorne
  • 10 Feb 2015
  • First Look

First Look: February 10

systematic is going on. It must have purpose; all the vigorous uploading, posting, commenting, and sharing must be generating results. We claim that the new order is, in fact, rule-governed, and the rules are the rules of play.... View Details
Keywords: Sean Silverthorne
  • Web

Live from Klarman Hall - Alumni

consequences, placing them in a brief historical perspective. Finally, attendees will consider remedies that could help revitalize our democracies. Video Recording Saturday, June 7 Data, Tariffs, and Inflation: Tracking the Truth Behind Political View Details
  • 08 Apr 2010
  • Working Paper Summaries

Multinational Strategies and Developing Countries in Historical Perspective

Keywords: by Geoffrey Jones
  • Web

Great American Business Leaders of the 20th Century - Leadership

connectivity Cloning, stem cell research DVDs Influence: Medium 1900 19 Progressivism The Jungle sparks food and work safety movement Influence: Low 10 1910 19 Sedition Act Prohibition begins Red Scare Race riots Influence: Medium-High 20... View Details
  • 21 Nov 2023
  • Op-Ed

The Beauty Industry: Products for a Healthy Glow or a Compact for Harm?

In my recently published book Deeply Responsible Business, I write about business leaders since the 19th century who have acted responsibly, often by putting the welfare of their communities above the idea of maximizing profits. I make a sharp distinction between... View Details
Keywords: by Geoffrey Jones; Beauty & Cosmetics
  • 10 Mar 2009
  • First Look

First Look: March 10, 2009

regulation as a general theory of politics. George Stigler himself claimed that "temporary accidents aside," exceptions "simply will not arise: our extensive experience with the general theory in economics gives us the... View Details
Keywords: Martha Lagace
  • 05 Dec 2016
  • Research & Ideas

How To Deceive Others With Truthful Statements (It's Called 'Paltering,' And It's Risky)

and can lead to severe consequences. In the case of negotiations, which are information-dependent, deception can substantially change the outcome. Paltering differs from two other deceptive practices: Lying by commission entails the active use of View Details
Keywords: by Dina Gerdeman
  • 01 Nov 2017
  • What Do You Think?

What Are the Real Lessons of the Wells Fargo Case?

David DeSteno, Who Can You Trust?, reminded us that “90% of people—most of whom identify themselves as morally upstanding—will act dishonestly to benefit themselves if they believe they won’t get caught.” Possible remedies were suggested... View Details
Keywords: by James Heskett; Banking
  • 17 Aug 2020
  • Research & Ideas

What the Stockdale Paradox Tells Us About Crisis Leadership

that major participants in the global economy operate by. The three most powerful economic actors in the world—the United States, China, and Europe—are growing further apart in their economic strategies, and that's going to become increasingly obvious as we see how... View Details
Keywords: by Boris Groysberg and Robin Abrahams
  • 29 Jun 2010
  • First Look

First Look: June 29

fragile, even without leverage, precisely because the volume of new claims is excessive. Purchase the paper from SSRN ($5): http://papers.nber.org/papers/W16068   Cases & Course MaterialsVirginia Mason Medical Center (Abridged)... View Details
Keywords: Martha Lagace