Customer Relations - Publications - Faculty & Research

16 Jul 2018
Blog Post

3 Key Take-a-Ways From My Summer at Zalando

approach that the taskforce took to deal with the challenge, as diversity discussions can easily become very subjective and opinion-based. 2. Customer Care (CuCa) Experience Training One of Zalando’s core values is “customer obsession”.... View Details

Keywords: Consumer Products / Retail

Web

A Chronicle of the China Trade. The Papers of Augustine Heard & Co., 1840-1877

China Trade Bibliography Manuscript Collections Related Collections Site Credits “Business is too important and interesting not to be chronicled somehow,” Albert Heard wrote. 1 He was referring to his family’s firm, Augustine Heard & Co.,... View Details

18 Oct 2018
Research & Ideas

How to Use Free Shipping as a Competitive Weapon

revenue from the shipping fees because these are orders that qualify for free shipping." As one might expect, customers who visited the seller's website more frequently, as well as more recently, exhibited the highest demand and... View Details

Keywords: by Kristen Senz; Retail

01 Jun 2017
News

Inbox: From Das’s Desk

When Dean Nohria asked me to take over the role of Senior Associate Dean for External Relations from Bill Sahlman last July, I realized it was not going to be an easy task. Not only is Bill a giant in the world of academics, but he is... View Details

Keywords: Das Narayandas

Fast Answer

India - Industry specific research

padding-bottom: 0.35em;"> Brings together agriculture related government information including statistics, technology, resource management, etc. View Details

01 Mar 2012
News

Making Finance Personal

inspire, formulate, and drive new and improved product design and development, even without specialized knowledge. With its consumer base, for example, Intuit went from conducting a single experiment with customers of TurboTax, its... View Details

Keywords: Garry Emmons; Computer Systems Design and Related Services; Computer Systems Design and Related Services; Computer Systems Design and Related Services; Computer Systems Design and Related Services

Web

Souvenirs & Novelties - The Art of American Advertising

The Art of “Posting” Brand Name Management A Marketing Revolution “The province of the advertising novelty is to present to the customer . . . something of a tangible or more or less permanent value.” Fowler’s Publicity Encyclopedia ,... View Details

07 Jun 2017
Research & Ideas

How an African History Scholar Became a Modern Righter of Wrongs

it’s someone in the History Department trying to make sense of the past, or somebody trying to do customer research on widgets in South Africa.” One of the key components of the FIELD course is contextual intelligence—the ability to apply... View Details

Keywords: by Carmen Nobel

04 Mar 2016
Research & Ideas

Is E-commerce at Risk in Apple's Security Dispute with the FBI?

vital for the structure of e-commerce and that’s the broader issue" Q: Is there a distinction to be made here between Apple protecting its own commercial interests and protecting customer security more broadly? A: Apple is making two... View Details

Keywords: Re: Sunil Gupta; Technology

01 Dec 2012
News

Corruption 101

increasing number of red flags, he had to consider not only his US employer and his HBS position, but also his local client, his client's employees and their families, customers throughout the region, and all the suppliers for the... View Details

Keywords: Credit Intermediation and Related Activities; Credit Intermediation and Related Activities; Credit Intermediation and Related Activities; Credit Intermediation and Related Activities

01 Sep 2013
News

Passion & Purpose

employees in 28 offices. The company, with an industry-high 99 percent customer retention rate, regularly receives awards for its customer service. Roger W. Sant, MBA 1960 Cofounder and Chairman Emeritus,... View Details

Keywords: awards; Computer Systems Design and Related Services; Computer Systems Design and Related Services; Computer Systems Design and Related Services; Computer Systems Design and Related Services; Computer Systems Design and Related Services

11 Apr 2007
Research & Ideas

Adding Time to Activity-Based Costing

needed, or that customers were unwilling to pay for, and by focusing on their most profitable products and customer segments. Q: How does this relate to your work on the... View Details

Keywords: by Sarah Jane Gilbert

26 Sep 2006
First Look

First Look: September 26, 2006

School Case 806-073 Follows the growth of an entrepreneur from his early startup activities. As the company evolves from 1998 to 2005, looks at key decisions and turning points as AtHoc's strategy adapts in response to changing market environments, business... View Details

Keywords: Sean Silverthorne

April 2010
Supplement

Bill Nichol Negotiates with Walmart: Hard Bargains over Soft Goods (B)

By: James K. Sebenius and Ellen Knebel

This case describes the multi-prong negotiating approach that Bill Nichol, Kentucky Derby Hosiery Co. CEO, took to deal with an ultimatum from his largest customer, as well as the outcome of this process. It concludes with a number of Nichol's observations about... View Details

Keywords: Customers; Management Practices and Processes; Negotiation Deal; Outcome or Result; Business and Stakeholder Relations; Retail Industry

Citation

Purchase

12 Jul 2011
News

Phone Fun

cited Phones 4u’s claim “to be the UK’s fastest-growing independent mobile phone retailer” and Braterman’s role in helping the company double its share of pay-as-you-go cell phone customers last year on a marketing budget that was “less... View Details

Keywords: Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services

01 Jun 2007
News

For NFL Players, 3rd Down at HBS

Twenty-eight National Football Leagueplayers representing teams from across the league were recently on campus for an Executive Education program that addresses the unique business opportunities and challenges that players face during and after their professional... View Details

Keywords: Performing Arts, Spectator Sports, and Related Industries; Performing Arts, Spectator Sports, and Related Industries; Performing Arts, Spectator Sports, and Related Industries; Performing Arts, Spectator Sports, and Related Industries

Fast Answer

FIELD Global Immersion Resources: Kenya

recent economic and political developments, risk and regulation, and the broad business environment.See EIU's Kenya dashboard. Also helpful: Go to Data Tool to download specific indicators of interest, including indicators relating to... View Details

01 Sep 2009
News

Outtakes with Russ Wilcox

as well as customer service.” What’s on his Kindle: Outliers by Malcolm Gladwell; the Boston Globe; the Wall Street Journal. Why we’re in trouble: “With BlackBerries and instant messaging (IM), we live in a twitch society. People are... View Details

Keywords: Management, Scientific, and Technical Consulting Services; Professional Services

23 Jul 2013
First Look

First Look: July 23

profitable, loyal customers into high maintenance customers whose value stemming from their frequent purchasing is eroded by their increasing cost-to-serve. The case advocates a deeper appreciation of the... View Details

Keywords: Anna Secino

01 Sep 2013
News

The New Rules of E-Commerce

Mikitani (MBA 1993) is not shy about pursuing the big idea, in this case a belief that English is the lingua franca of business and learning it would give his organization a competitive edge. Rakuten, founded in 1997, operates an online mall and View Details

Keywords: Sean Silverthorne; e-commerce; News, Library, Internet, and Other Services; Information; Miscellaneous Store Retailers; Retail Trade

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