Customer Power - Publications - Faculty & Research

15 Aug 2024
Blog Post

Navigating the Future of Renewable Energy at Port Esbjerg

electricity to operate their sea-water heat pump when power is cheaper, then storing heat as hot water and sending it to customers when electricity prices are higher, thus lowering heating rates and helping... View Details

06 Dec 2021
News

The Sparkles in Our Skies

created a market out of thin air. “We have customers who have come to us and said, ‘I never previously considered a diamond because of the impact,’” says Aether’s cofounder and chief marketing officer Robert Hagemann (MBA 2011). “That is... View Details

Keywords: April White; Nonstore Retailers; Retail Trade

01 Mar 2017
News

HBX: Reimagining HBS for the Digital Age

When considering how to enter the digital learning arena, HBS did what any startup would do. It began in 2012 by identifying a challenge: How to merge the unique elements of the HBS learning experience with the latest technology to create a View Details

01 Dec 2018
News

Sustaining Business And Society For The Long Term

Henderson says. “It can also help companies rethink their role in society and the power they have to make a difference in ways that go beyond fi nding business opportunities.” Participants set their own schedules during the interactive... View Details

04 Dec 2000
What Do You Think?

Have We Overdone Deregulation and Privatization?

consumers were that deregulation: (1) unleashes the power of a self-correcting free market (Jeff Struck), giving customers services at prices they are willing to pay and quality levels that they are willing... View Details

Keywords: by James Heskett

11 Oct 2004
Research & Ideas

Four Ways to Create Lasting Change

generations of a customer-satisfaction program at a large American retailer, dubbed "Alpha Corporation" for the sake of confidentiality. The first of Alpha's customer satisfaction programs, launched in the early 1990s, fell... View Details

Keywords: by Martha Lagace

26 Apr 2011
News

Do You See What I See?

already offers customized learning experiences to members of the Boston medical community. And a new student field study by Clive Chang (HBS ’11), Inessa Lurye (HKS/HBS ’13), and Mary Winn New (HBS ’11) makes a case for how and why HAM... View Details

Keywords: Julia Hanna; Colleges, Universities, and Professional Schools; Educational Services

Profile

Paul Luning

over-usage," Paul says. "I saw dried-up riverbeds, kangaroo skeletons on the side of the road." The experience awakened a love of nature and a new appreciation for the power of business. "I went to Bain to get exposure... View Details

06 Mar 2018
First Look

First Look at Research and Ideas, March 6, 2018

customers are habitually more satisfied than others. An empirical investigation of the satisfaction of 149,389 customers surveyed by J.D. Power and Associates over a five-year... View Details

Keywords: Sean Silverthorne

22 Jul 2024
News

Viral Marketing’s Early Muse

Illustration by John Weber In 2008, Canadian musician Dave Carroll saw United Airlines employees manhandling his $3,500 Taylor guitar on the tarmac in Chicago. When he arrived at his destination, the guitar was in pieces. Carroll contacted United customer service... View Details

07 Dec 2016
Blog Post

Marketing Reimagined: A Recap of the 2016 Marketing Innovation Conference

co-chairs. The day kicked off with a unique keynote. Five executives from successful startups took the stage to answer questions like “How do you acquire new customers & scale a brand while operating without a physical footprint?” or... View Details

Keywords: Entertainment / Media / Sports

Web

Building and Sustaining a Successful Enterprise - Course Catalog

when external conditions require a change to the formula. And the more successful the business, the harder that change will be to pull off. This course, which introduces a series of powerful frameworks for navigating these critical... View Details

02 Jun 2011
News

Serious Fun

The educational power of video games and simulations to teach everyone from fighter pilots to senior managers is well documented. Games, after all, are fun. Our competitive instinct kicks in, and before we know it we’ve lost an hour to... View Details

Keywords: Julia Hanna; Arts, Entertainment; Management, Scientific, and Technical Consulting Services; Professional Services

16 Nov 2011
News

Are Humans Cost-Effective?

Watson’s superhuman powers can send mixed messages. Technology, once welcomed for freeing people from drudgery and backbreaking labor, is so powerful and its innovations so swift and relentless that mere... View Details

Keywords: Garry Emmons

05 Mar 2001
What Do You Think?

Fine Coupling: Can Human Resource Management Learn from Supply Chain Management?

reduced to one unit), rapid response (utilizing faster, more dependable methods of transportation and rapid-transfer "cross-docking"), and positive tracking (allowing customers to trace the progress of their orders, typically... View Details

Keywords: by James Heskett

01 Oct 2000
News

Laura Scher of Working Assets

Most of the money is taken from revenues generated by the Working Assets credit card, long-distance telephone, and Internet businesses, whose customers sign on for these services because they support the company's progressive stance and... View Details

Keywords: Marguerite Rigoglioso

17 Dec 2015
News

Design Thinking: Hands-On Learning At The Harvard Innovation Lab

Professor Srikant Datar’s creative problem-solving course, Design Thinking and Innovation, brings students together to hone their skills in identifying opportunities, prototyping solutions, and iterating to meet customer needs. “Creative... View Details

01 Jun 1998
News

Diversity and Community

Not so long ago in the business realm, diversity and social justice issues were consigned to a dim, neglected area somewhere at the corporation's farthest perimeter, or locked outside the company gates altogether. Earlier this year, however, one of America's most View Details