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  • All HBS Web  (17,065)
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  • All HBS Web  (17,065)
    • People  (25)
    • News  (3,254)
    • Research  (11,612)
    • Events  (95)
    • Multimedia  (212)
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  • 2011
  • Book

The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

By: Fred Reichheld and Rob Markey
Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success.
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
Keywords: Customer Centric Initiative; Customer Defection; Customer Engagement; Customer Experience; Customer Focused Organization; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Network Effects
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Reichheld, Fred, and Rob Markey. The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World. Boston, MA: Harvard Business Review Press, 2011.

    Leslie K. John

    Leslie K. John is a Professor of Business Administration at Harvard Business School. Currently, she teaches on the topics of Negotiation, Marketing and Behavioral Economics in various Executive Education courses, including in the Program for Leadership Development.... View Details

    Keywords: marketing industry; marketing industry; marketing industry; marketing industry
    • December 2009
    • Article

    Strategy-proofness versus Efficiency in Matching with Indifferences: Redesigning the NYC High School Match

    By: Atila Abdulkadiroglu, Parag A. Pathak and Alvin E. Roth
    The design of the New York City (NYC) High School match involved tradeoffs among efficiency, stability, and strategy-proofness that raise new theoretical questions. We analyze a model with indifferences—ties—in school preferences. Simulations with field data and the... View Details
    Keywords: Decision Choices and Conditions; Secondary Education; Marketplace Matching; Performance Efficiency; Mathematical Methods; Motivation and Incentives; Strategy; Balance and Stability
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    Abdulkadiroglu, Atila, Parag A. Pathak, and Alvin E. Roth. "Strategy-proofness versus Efficiency in Matching with Indifferences: Redesigning the NYC High School Match." American Economic Review 99, no. 5 (December 2009). (AER links to access the Appendix and Downloadable Data Set.)
    • 19 Apr 2018
    • Blog Post

    Policy, Practice, Leadership & Impact: Making a Difference with the HBS/HKS Joint Degree

    immediate financing constraints, but more importantly, catalyze other investors through demonstration effects, creating and shaping markets in places where there are none today. As a financially autonomous, legally separate entity within... View Details
    • Web

    The Green Industrial Strategy Project | Institute for Business in Global Society

    The Green Industrial Strategy Project More Research Projects The Green Industrial Strategy Project examines how business and government can create, scale, and compete in clean tech View Details
    • Web

    Navigating Your Worth: AI, Negotiations, and the Nature of Expertise - Course Catalog

    competitive? What are the legal, ethical and social implications of the choices you make? We will use theory and evidence from economics, law, and psychology to understand what your best strategy is, and to... View Details
    • 2021
    • Working Paper

    Winner Takes All? Tech Clusters, Population Centers, and the Spatial Transformation of U.S. Invention

    By: Brad Chattergoon and William R. Kerr
    U.S. invention has become increasingly concentrated around major tech centers since the 1970s, with implications for how much cities across the country share in concomitant local benefits. Is invention becoming a winner-takes-all race? We explore the rising spatial... View Details
    Keywords: Invention; Innovation; Artificial Intelligence; Clusters; Agglomeration; Innovation and Invention; Patents; Applications and Software; Industry Clusters; United States
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    Chattergoon, Brad, and William R. Kerr. "Winner Takes All? Tech Clusters, Population Centers, and the Spatial Transformation of U.S. Invention." Harvard Business School Working Paper, No. 22-027, October 2021. (NBER Working Paper Series, No. 29456, November 2021.)
    • December 2013
    • Teaching Note

    Coffee Wars in India: Café Coffee Day Takes On the Global Brands

    By: David B. Yoffie
    Keywords: Coffee; Competition; Brands and Branding; Food and Beverage Industry; India
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    Yoffie, David B. "Coffee Wars in India: Café Coffee Day Takes On the Global Brands." Harvard Business School Teaching Note 714-449, December 2013.
    • 04 Aug 2021
    • Research & Ideas

    Worried About the Great Resignation? Be a Good Company to Come From

    do well to consider it as an opportunity instead. An employee who is ready to move on is no longer the best match and there’s no point standing in the way of their dreams. Instead, focus on what you can do... View Details
    Keywords: by Sandra J. Sucher and Shalene Gupta
    • 22 Dec 2016
    • Op-Ed

    The Small Business Administration is a Model for How to Drive Economic Growth

    but needs some credit support. This allows women-owned small businesses, minority-owned small businesses, and others in underserved geographies to get credit even if the private sector market is not fully... View Details
    Keywords: by Karen Mills
    • June 2001
    • Case

    Competitive Dynamics in Home Video Games (E): The Rise of 3DO and 32-bit Gaming

    Describes the launch of the innovative home video game company, 3DO, which had developed a groundbreaking system featuring 32-bit processing and CD-ROM software. Examines the competitive dynamics in the home video game industry from 1970 into the new millennium. View Details
    Keywords: Technological Innovation; Competition; Product Launch; Video Game Industry
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    Coughlan, Peter J. "Competitive Dynamics in Home Video Games (E): The Rise of 3DO and 32-bit Gaming." Harvard Business School Case 701-095, June 2001.
    • Article

    Organizational Emplacement as a Response to Digital Threat: The Novel Resurgence of Independent Bookstores

    By: Ryan Raffaelli and Ryann Noe
    This study reveals how incumbent actors leverage physical place as source of differentiation in response to the threat of digital commoditization. Through a longitudinal, qualitative analysis of the U.S. independent bookselling industry from 1995 to 2019, we outline... View Details
    Keywords: Retail; Place Making; Bookstores; Industry Evolution; Digital; Commoditization; Organizational Change and Adaptation; Adaptation; Business Strategy; Digital Transformation; E-commerce; Distribution Channels; Civil Society or Community; Value Creation; Retail Industry
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    Raffaelli, Ryan, and Ryann Noe. "Organizational Emplacement as a Response to Digital Threat: The Novel Resurgence of Independent Bookstores." Administrative Science Quarterly (in press). (Pre-published online May 3, 2025.)
    • 17 Jun 2021
    • News

    Investing in a Post-COVID World; Exploring the Pandemic’s Impact on Gender Equity

    a problem.” Koss said Springbank is launching a State of Care Report in partnership with Pivotal Ventures to assess the care market and its future growth, while also looking at household management and... View Details
    Keywords: Margie Kelley
    • July 2017 (Revised November 2017)
    • Case

    Propel

    By: Mitchell Weiss and Sarah McAra
    In 2014, Jimmy Chen, a former product manager at Facebook, founded the start-up Propel to build software for low-income Americans. After conducting in-depth behavioral research, Chen and his small team in New York City began to develop technology to address the... View Details
    Keywords: Public Entrepreneurship; Govtech; Food Stamps; EBT; Mobile App; User Research; Financial Services Referrals; Grocery Marketing; Customer Discovery; Social Entrepreneurship; Entrepreneurship; Public Sector; Business Model; Research; Social Enterprise; Poverty; Welfare; Mobile and Wireless Technology; Applications and Software; Technology Industry; United States
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    Weiss, Mitchell, and Sarah McAra. "Propel." Harvard Business School Case 818-008, July 2017. (Revised November 2017.)
    • August 1998 (Revised July 2002)
    • Case

    Innovation at 3M Corporation (A)

    By: Stefan H. Thomke and Ashok Nimgade
    Describes how 3M Corp. introduces and learns a new and innovative methodology called Lead User research to understand future customer and market needs. A team from 3M's Medical-Surgical Markets Division applies the Lead User methodology to the field of surgical... View Details
    Keywords: Innovation and Management; Innovation Strategy; Managerial Roles; Marketing Strategy; Demand and Consumers; Market Timing; Product Development; Problems and Challenges; Business Strategy; Medical Devices and Supplies Industry
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    Thomke, Stefan H., and Ashok Nimgade. "Innovation at 3M Corporation (A)." Harvard Business School Case 699-012, August 1998. (Revised July 2002.)
    • March 2017 (Revised February 2018)
    • Case

    Tequila Patrón

    By: Rohit Deshpandé, Carlos Castellanos Rodríguez, Silvia Cacho-Elizondo, Samantha Rullán and Fernanda Miguel
    Tequila Patrón was one of the most successful tequila marketers in the United States. Patrón needed to grow, and in Mexico, the second largest market for tequila, the brand was perceived as American. What portfolio and branding strategy would best serve Patrón to... View Details
    Keywords: Marketing Strategy; Product Positioning; Growth and Development Strategy; Mexico
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    Deshpandé, Rohit, Carlos Castellanos Rodríguez, Silvia Cacho-Elizondo, Samantha Rullán, and Fernanda Miguel. "Tequila Patrón." Harvard Business School Case 517-108, March 2017. (Revised February 2018.)
    • spring 1981
    • Article

    From Competitor to Consumer: The Changing Focus of Federal Regulation of Advertising, 1914-1938

    By: R. S. Tedlow
    Keywords: Competition; Change; Governing Rules, Regulations, and Reforms; Advertising
    Citation
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    Tedlow, R. S. "From Competitor to Consumer: The Changing Focus of Federal Regulation of Advertising, 1914-1938." Business History Review 55, no. 1 (spring 1981).
    • December 2014
    • Teaching Note

    Rick's Dilemma

    By: Arthur I Segel and Ben Eppler
    This is a teaching note designed to accompany the case "Rick's Dilemma." View Details
    Keywords: Land Markets; Finance; Inequality; Trusts; New York City; New York Property; Valuation Methodologies; Cap Rates; World Cities; Real Estate Industry; New York (city, NY)
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    Segel, Arthur I., and Ben Eppler. "Rick's Dilemma." Harvard Business School Teaching Note 215-039, December 2014.
    • July 2015
    • Article

    BYOB: How Bringing Your Own Shopping Bags Leads to Treating Yourself, and the Environment

    By: Uma R. Karmarkar and Bryan Bollinger
    As concerns about pollution and climate change have become more central in public discourse, shopping with reusable grocery bags has been strongly promoted as environmentally and socially conscious. In parallel, firms have joined policy makers in using a variety of... View Details
    Keywords: Grocery Shopping; Reusable Bags; Licensing; Priming; Goals; Hedonic; Marketing Strategy; Consumer Behavior; Environmental Sustainability; Retail Industry
    Citation
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    Karmarkar, Uma R., and Bryan Bollinger. "BYOB: How Bringing Your Own Shopping Bags Leads to Treating Yourself, and the Environment." Journal of Marketing 79, no. 4 (July 2015): 1–15.

      Julian De Freitas

      Julian De Freitas is an Assistant Professor of Business Administration in the Marketing Unit, and Director of the Ethical Intelligence Lab, at Harvard Business School. He earned his PhD in psychology from Harvard, masters from Oxford, and BA from Yale. He teaches... View Details

      Keywords: marketing industry; marketing industry; marketing industry; marketing industry; marketing industry; marketing industry; marketing industry; marketing industry; marketing industry; marketing industry
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