Customer Experience - Publications - Faculty & Research

2024
Article

Effects of a Real-Time Information-Based Intervention on Physician Prescribing Behavior

By: Olivia Zhao and Anna D Sinaiko

High out-of-pocket (OOP) prices for prescription drugs create financial difficulties for patients, and cost-related underuse of medications can adversely patient health. Simultaneously, many physicians report a willingness to address affordability concerns with... View Details

Keywords: Price; Health Care and Treatment; Communication Technology; Technology Adoption; Customer Focus and Relationships; Health Industry

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Loan Reduction - Entrepreneurship

gained at HBS. Demonstrated commitment to the fulltime pursuit of the entrepreneurial venture: Match of applicant’s background and previous experience as evidence of commitment to the venture, potential to succeed in their pursuit, and... View Details

06 Jun 2016
Research & Ideas

Skills and Behaviors that Make Entrepreneurs Successful

What makes a successful entrepreneurial leader? Is it the technical brilliance of Bill Gates? The obsessive focus on user experience of Steve Jobs? The vision, passion, and strong execution of Care.com’s Sheila Lirio Marcelo? Or maybe... View Details

Keywords: by HBS Working Knowledge

10 Feb 2020
In Practice

6 Ways That Emerging Technology Is Disrupting Business Strategy

Innovation Science. 2. Technology is propelling business transformation “While some firms think about technology merely as a different type of capital investment that does not impact their way of doing things, others are adopting new technologies as they make... View Details

Keywords: by Danielle Kost

01 Oct 2001
Research & Ideas

How To Make Restructuring Work for Your Company

hospital business and a health insurance business, management decided to split the businesses apart through a corporate spin-off because it realized the businesses were strategically incompatible—the customers of one business were... View Details

Keywords: by Stuart C. Gilson

01 Mar 2024
News

Counter Intelligence

When Pano Christou (AMP 195, 2018) was hired at Pret A Manger in 2000, the idea that he would one day run the entire company could not have been further from his mind. At the chain’s Carnaby Street shop, in London’s Soho district, the 22-year-old had enough work just... View Details

Keywords: Amy Crawford

05 Dec 2022
Research & Ideas

5 Companies Where Employees Move Up the Ladder Fast

of.” The index ranks the 50 best companies along several dimensions, including promoting from within, career stability, and providing early experiences that allow employees to get better jobs with future employers. The top three firms... View Details

Keywords: by Pamela Reynolds

Profile

Thomaz Galvao

Brazilians that would reflect well on me as an effective professional,” but mostly for its resources “ HBS resources and excellence would empower me with the hard and soft skills I will need to succeed.” Inside the classroom, Thomaz “learns through others’ View Details

25 Aug 2014
HBS Case

Starbucks Reinvented

of what he wanted to accomplish. The case, Koehn's fourth to focus on Starbucks, opens in February 2007. Schultz, no longer Starbucks' CEO but still its chairman, is worried the company is losing its ability to be true to its values while providing a store View Details

Keywords: by Julia Hanna; Food & Beverage

November 2024
Case

Demond Martin and WellWithAll

By: Hise Gibson, Archie L. Jones and Ai-Ling Jamila Malone

This case study chronicles the transformative entrepreneurial path of Demond Martin, co-founder and CEO of WellWithAll, a health and wellness startup. Motivated by a pivotal life experience and deep concern for racial health inequities, Martin transitions from a... View Details

Citation

Educators

Purchase

01 Nov 1999
Research & Ideas

John H. Patterson and the Sales Strategy of the National Cash Register Company, 1884 to 1922

the Primer, an asterisk indicated that the salesman was supposed to point to the item that he was referring to: I think the ordinary daily transactions with your customers may be arranged in five classes, thus You sell goods for cash. You... View Details

Keywords: by Walter A. Friedman

08 Sep 2014
Research & Ideas

The Strategic Way To Hire a Sales Team

industry—is not easily portable. In a sales context, "experience" is an inherently multidimensional attribute. It may refer to experience with any (or any combination) of the following elements: A View Details

Keywords: by Carmen Nobel

04 Apr 2023
What Do You Think?

How Does Remote Work Affect Innovation?

measures.” Nick C. suggested several proxies through which the relationship might be measured. These included “market and customer reactions employee and service provider experiences of ‘lived purpose’ (and)... View Details

Keywords: by James Heskett

28 Nov 2018
HBS Case

On Target: Rethinking the Retail Website

Target was awash in customer data from these online sales, but to make sense of it, the company needed to bring in the right people. Paritosh Desai joined Target in August 2013 as vice president of business intelligence, analytics, and... View Details

Keywords: by Dina Gerdeman; Retail

16 Jul 2012
Research & Ideas

Are You a Strategist?

just on low prices but also with a singular customer experience that no other retailer has yet managed to duplicate. "IKEA has made very clear choices about who they will be and to whom they will matter, and... View Details

Keywords: by Carmen Nobel

08 Sep 2022
Book

Gen Xers and Millennials, It’s Time To Lead. Are You Ready?

stories from his own work experiences and the careers of CEOs and nonprofit leaders who navigated challenges. His advice for emerging leaders: Discover yourself. Test your “crucibles” to find your moral compass and calling. For instance,... View Details

Keywords: by Lane Lambert

16 Apr 2007
Research & Ideas

Delivering the Digital Goods: iTunes vs. Peer-to-Peer

deliver new experiences to consumers that cannot be easily matched by decentralized, self-sustained peer-to-peer networks. ITunes provides a better customer experience than... View Details

Keywords: by Sean Silverthorne; Music

Web

Health Care - Faculty & Research

too often, when graduates of these programs enter the workforce, they find themselves unequipped to meet the challenges for innovation of 21st century health care. December 2014 Article No Margin, No Mission? A Field Experiment on... View Details

25 Jul 2023
Blog Post

Malcolm McClain (MBA/MPP 2023) Named First RISE Career Fellow

well as to large community groups and their members. In his role, McClain will design capital products, and identify and negotiate agreements with capital partners who provide fairly-priced funds for BrightUp’s users. He will also manage the View Details

19 Oct 2022
Op-Ed

Cofounder Courtship: How to Find the Right Mate—for Your Startup

Partners in Short & Long Term Relationships. “The conviction to have a cofounder is often based solely on complementary skills and experience versus the softer, and often more important, relationship criteria.” In the podcast, Dr.... View Details

Keywords: by Julia Austin

Publications