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Show Results For
- All HBS Web
(1,279)
- News (259)
- Research (887)
- Events (4)
- Multimedia (1)
- Faculty Publications (363)
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- 06 May 2002
- Research & Ideas
A Toolkit for Customer Innovation
"Listen carefully to what your customers want and then respond with new products that meet or exceed their needs." That mantra has dominated many a business, and it has undoubtedly led to great products and has even shaped... View Details
Keywords: by Stefan Thomke & Eric Von Hippel
- 21 Mar 2016
- HBS Case
Can Customer Reviews Be 'Managed?'
Brian Kenny: What motivated you to write the case? Why were you interested in it? Thales Teixeira: Some of my research is on the economics of attention and online reviews have amassed a vast amount of attention nowadays. People have changed their View Details
- 16 Jun 2020
- Research & Ideas
Your Customers Have Changed. Here's How to Engage Them Again.
engage them? How should firms adjust? What is clear in the COVID-deaccession is that this change in customer behavior is pushing firms into a new “directional reality.” Firms need to adapt to shifting View Details
- 2009
- Chapter
Creating Superior Customer Value in a Connected World
By: Ranjay Gulati
"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details
- 2016
- Book
Competing Against Luck: The Story of Innovation and Customer Choice
By: Clayton M. Christensen, Taddy Hall, Karen Dillon and David S. Duncan
The foremost authority on innovation and growth presents a path-breaking book every company needs to transform innovation from a game of chance to one in which they develop products and services that customers want to buy and are willing to purchase at a premium price.... View Details
Christensen, Clayton M., Taddy Hall, Karen Dillon, and David S. Duncan. Competing Against Luck: The Story of Innovation and Customer Choice. New York: Harper Business, 2016.
- 13 Mar 2017
- Research & Ideas
Hiding Products From Customers May Ultimately Boost Sales
portion of your full product catalog—and leaving customers to wonder what you’ll offer next? Or is it better to display all your wares at once, in hopes of encouraging a shopping spree? For example, is a View Details
- 09 Apr 2001
- Research & Ideas
The Manager’s Guide to Communicating with Customers Collection
Are you reaching your customers? The key is knowing who they are and what they want To appeal to retail customers you need to understand what makes them tick. What better way to do that than by studying actual consumer behavior? A great... View Details
- August 2018 (Revised September 2018)
- Supplement
Predicting Purchasing Behavior at PriceMart (B)
By: Srikant M. Datar and Caitlin N. Bowler
Supplements the (A) case. In this case, Wehunt and Morse are concerned about the logistic regression model overfitting to the training data, so they explore two methods for reducing the sensitivity of the model to the data by regularizing the coefficients of the... View Details
Keywords: Data Science; Analytics and Data Science; Analysis; Customers; Household; Forecasting and Prediction
Datar, Srikant M., and Caitlin N. Bowler. "Predicting Purchasing Behavior at PriceMart (B)." Harvard Business School Supplement 119-026, August 2018. (Revised September 2018.)
- 17 Jun 2016
- Op-Ed
Companies Need to Start Marketing Security to Customers
behavior would not sit well at the annual industry association meeting and your holier-than-thou superiority claim might tempt fate and attract a terrorist attack. If anything, safety is downplayed as pre-flight instructions to airline... View Details
- Teaching Interest
Managing Global Health: Applying Behavioral Economics to Create Impact (MBA)
Health, and development more broadly, is not something we give to people: it is something they produce themselves, interacting with supply-side and institutional factors. This course trains students to see through the lens of the end-user and to use the levers of... View Details
- 2009
- Working Paper
Altruistic Dynamic Pricing with Customer Regret
By: Julio J. Rotemberg
A model is considered where firms internalize the regret costs that consumers experience when they see an unexpected price change. Regret costs are assumed to be increasing in the size of price changes and this can explain why the size of price increases is less... View Details
- 27 Sep 2010
- Research & Ideas
Customer Experts Lose Influence When Teams are Pressured
engage in collective behaviors that diminish their ability to do so. Sarah Jane Gilbert:What led you to study the effects of performance pressure on work teams? Heidi Gardner: I experienced similar team dynamics when I worked in a... View Details
Keywords: by Sarah Jane Gilbert
- 11 Nov 2013
- Research & Ideas
A Smarter Way to Reduce Customer Defections
Companies spend significant sums to acquire customers. Once hooked, marketers protect those investments by attempting to keep patrons happy, engaged, and most of all, loyal. Reducing customer attrition, or "churn" in marketing parlance,... View Details
- 07 Apr 2020
- Research & Ideas
What Customers Need to Hear from You During the COVID Crisis
brands and/or brands that have managed to nurture strong consumer-brand relationships prior to the crisis. The cocooning behavior promoted by shelter-in-place orders may encourage a return to brands that were trusted childhood favorites... View Details
Keywords: by Jill Avery and Richard Edelman
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer Data—Use It
probe beneath customer preferences and behaviors to uncover the attitudes that provide a more solid understanding of customer loyalty. Why You Need Both Individual And... View Details
Keywords: by Jean Ayers
- 30 Mar 2003
- Research & Ideas
How Your Employees and Customers Drive a New Value Profit Chain
same. Allocating resources to retain the most profitable and to induce customer behaviors that lead to greater profitability is the key to survival. Typically, 20 percent of the View Details
Keywords: by Manda Mahoney
- 01 Apr 2024
- In Practice
Navigating the Mood of Customers Weary of Price Hikes
increase has prompted a shift in purchasing habits, with consumers increasingly opting for store-brand items over name brands, favoring discount stores, and reducing purchases of non-essential items. Such behavior is a direct response to... View Details
- 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
Zhao, Olivia, and Anna D Sinaiko. "Effects of a Real-Time Information-Based Intervention on Physician Prescribing Behavior." Academy of Management Best Paper Proceedings 2024, no. 1 (2024).
- 24 Oct 2023
- Research & Ideas
When Tech Platforms Identify Black-Owned Businesses, White Customers Buy
Democratic-leaning areas. And new customers of Black-owned businesses were more likely to be white, based on an analysis of reviewers’ profile photos, relative to prior customers. Luca and his coauthors also worked with Wayfair to analyze... View Details
- 26 Mar 2019
- Working Paper Summaries