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  • All HBS Web  (1,988)
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    • News  (554)
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  • September 2024
  • Exercise

Assessing the Value of Unifying and De-Duplicating Customer Data

By: Elie Ofek and Hema Yoganarasimhan
This exercise provides an opportunity for students to gain hands on experience with assessing the value of unifying various customer databases that a firm may have (e.g., across the different brands it markets) and of properly identifying customers to avoid duplication... View Details
Keywords: Customer Relationship Management; Measurement and Metrics; Analytics and Data Science; Value
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Ofek, Elie, and Hema Yoganarasimhan. "Assessing the Value of Unifying and De-Duplicating Customer Data." Harvard Business School Exercise 525-023, September 2024.
  • 03 Feb 2016
  • Research & Ideas

The State of Customer Service Leadership

Breakthrough Service is Different.” What is your definition of breakthrough service, and why is it different? Sasser: Breakthrough services are those that provide extraordinary results and a high-quality experience for View Details
Keywords: by Jim Aisner; Retail
  • February 1990 (Revised August 2001)
  • Case

Merloni Elettrodomestici SpA: The Transit Point Experiment

By: Janice H. Hammond and Maura G Kelly
Merloni Elettrodomestici is a leading Italian manufacturer of domestic appliances. In 1986, an exposition for Merloni customers is scheduled at its Milano regional warehouse. During the two-month period preceding the event, when the warehouse must be free of inventory,... View Details
Keywords: Logistics; Marketing Channels; Planning; Time Management; Distribution Channels; Competitive Advantage; Customer Relationship Management; Information Technology; Consumer Products Industry; Italy
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Hammond, Janice H., and Maura G Kelly. "Merloni Elettrodomestici SpA: The Transit Point Experiment." Harvard Business School Case 690-003, February 1990. (Revised August 2001.)
  • December 2010
  • Article

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
Keywords: Cost; Price; Change; Inflation and Deflation; Cost Management; Customers; Practice; Announcements; Forecasting and Prediction
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Rotemberg, Julio J. "Altruistic Dynamic Pricing with Customer Regret." Scandinavian Journal of Economics 112, no. 4 (December 2010).
  • Article

The Store Is Dead—Long Live the Store

By: David R. Bell, Santiago Gallino and Antonio Moreno
In this article, we pursue two interconnected themes: the expansion of online-first retailers into offline stores that serve the purpose of “supercharging” customer value, and the transformation of the stores of offline-first retailers from... View Details
Keywords: Customer Experience; Inventory Control; Omnichannel Retailing; Online Marketing; Marketing Channels; Trends; Transformation; Digital Marketing; Retail Industry
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Bell, David R., Santiago Gallino, and Antonio Moreno. "The Store Is Dead—Long Live the Store." MIT Sloan Management Review 59, no. 3 (Spring 2018): 59–66.
  • 28 Feb 2022
  • Research & Ideas

How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

experience. Among the questions to ask: How have customers perceived their treatment? Have they received above-and-beyond service and how do they think their experiences compare to those of other customers?... View Details
Keywords: by Pamela Reynolds
  • 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
Keywords: Inflation and Deflation; Price; Marketing; Consumer Behavior; Mathematical Methods
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Rotemberg, Julio J. "Altruistic Dynamic Pricing with Customer Regret." NBER Working Paper Series, No. 14933, April 2009.
  • 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
Keywords: by Richard Bierck; Retail
  • September 2011 (Revised February 2013)
  • Case

Cleveland Clinic: Improving the Patient Experience

By: Ananth Raman and Anita L. Tucker
Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Performance Improvement; Service Delivery; Value Creation; Personal Characteristics; Human Needs
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Raman, Ananth, and Anita L. Tucker. "Cleveland Clinic: Improving the Patient Experience." Harvard Business School Case 612-031, September 2011. (Revised February 2013.)
  • March 2013
  • Article

Advertising's New Medium: Human Experience

By: Jeffrey F. Rayport
Standard ad messaging and conventional creative executions and placements are rapidly becoming outmoded. To win consumers' attention and trust, marketers must think less about what advertising says to its targets and more about what it does for them. Rather than... View Details
Keywords: Customers; Advertising
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Rayport, Jeffrey F. "Advertising's New Medium: Human Experience." Harvard Business Review 91, no. 3 (March 2013): 76–84.
  • August 2021 (Revised March 2022)
  • Case

Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences

By: Jill Avery and Rayan Nahas
Camera IQ, a camera marketing software company that empowered brands to create and launch augmented reality experiences (AREs) across social platforms, had just raised an additional $5 million to fund further product development and expand its marketing and sales... View Details
Keywords: Brand Management; Virtual Reality; Augmented Reality; B2B; Technology Platform; Marketing; Marketing Communications; Marketing Strategy; Brands and Branding; Digital Marketing; Internet and the Web; Growth Management; Customer Relationship Management; Customer Value and Value Chain; Social Media; E-commerce; Applications and Software; Digital Platforms; Advertising Industry; United States
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Avery, Jill, and Rayan Nahas. "Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences." Harvard Business School Case 522-002, August 2021. (Revised March 2022.)
  • 2023
  • Working Paper

Culture as a Signal: Evidence from a Natural Field Experiment

By: Wei Cai, Dennis Campbell and Jiehang Yu
The importance of culture as an informal management control system is increasingly acknowledged in academia. While prior research mainly focuses on the value of culture on internal stakeholders (e.g., employees), we examine whether culture serves as a credible signal... View Details
Keywords: Organizational Culture; Groups and Teams; Customer Focus and Relationships
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Cai, Wei, Dennis Campbell, and Jiehang Yu. "Culture as a Signal: Evidence from a Natural Field Experiment." SSRN Working Paper Series, No. 4447603, May 2023.
  • October 2018
  • Case

Innovation at the Utility: Consolidated Edison's Experience

By: Martha Crawford, Andrew Serpa and Jon Wofsy
In 2014, regulators in New York State released a bold vision for the future of the electric utility industry to try and stay ahead of larger trends of rising customer expectations, stagnant load growth, and climate change. In response, Con Edison created a Utility of... View Details
Keywords: Blockchain; Utilities; Consolidated Edison; Regulated Monopolies; Electricity Distribution; Innovation Strategy; Organizational Design; Energy; Energy Generation; Utilities Industry; Energy Industry
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Crawford, Martha, Andrew Serpa, and Jon Wofsy. "Innovation at the Utility: Consolidated Edison's Experience." Harvard Business School Case 319-043, October 2018.
  • February 2017
  • Teaching Note

The Tate's Digital Transformation

By: Jill Avery
John Stack was the visionary Head of Digital Transformation at the Tate, a collection of four major art galleries in the UK, including Tate Modern, the most visited gallery devoted to modern and contemporary art in the world. Stack was the architect of the Tate’s... View Details
Keywords: Digital; Ecommerce; Experience; Customer Experience; Customer Relationship Management; Channel Management; Museums; Arts Marketing; Nonprofit; Marketing; Marketing Channels; Marketing Strategy; Customer Focus and Relationships; Digital Marketing; Digital Strategy; Social Media; E-commerce; Entertainment and Recreation Industry; Fine Arts Industry; England; United Kingdom; Europe
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Avery, Jill. "The Tate's Digital Transformation." Harvard Business School Teaching Note 517-098, February 2017.
  • 27 Sep 2010
  • Research & Ideas

Customer Experts Lose Influence When Teams are Pressured

we all experience some degree of this pressure in our own daily work lives, in this series of studies I examined what happens to team dynamics and performance when the pressure is significantly intensified. Ironically, Gardner found that... View Details
Keywords: by Sarah Jane Gilbert
  • 21 Jan 2011
  • Working Paper Summaries

Learning from Customers in Outsourcing: Individual and Organizational Effects

Keywords: by Jonathan R. Clark, Robert S. Huckman & Bradley R. Staats
  • March 2022 (Revised July 2022)
  • Teaching Note

Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences

By: Jill Avery
Camera IQ, a camera marketing software company that empowered brands to create and launch augmented reality experiences (AREs) across social platforms, had just raised an additional $5 million to fund further product development and expand its marketing and sales... View Details
Keywords: Brand Management; Virtual Reality; Augmented Reality; B2B; E-commerce; Technology Platform; Marketing; Marketing Communications; Marketing Strategy; Brands and Branding; Digital Marketing; Internet and the Web; Growth Management; Customer Relationship Management; Customer Value and Value Chain; Social Media; Applications and Software; Digital Platforms; Advertising Industry; United States
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Avery, Jill. "Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences." Harvard Business School Teaching Note 522-065, March 2022. (Revised July 2022.)
  • 17 Jun 2016
  • Op-Ed

Companies Need to Start Marketing Security to Customers

good enough. The range of safety risks has expanded and consumers everywhere are trying new products and experiences they aren't familiar with. Marketers must do more to educate consumers about safe behaviors and not worry so much about... View Details
Keywords: by John A. Quelch; Entertainment & Recreation
  • 05 Jul 2021
  • What Do You Think?

Do Companies Really Need Chief Experience Officers to Know Their Customers?

position: the chief experience officer or CXO." A knowledge of customer experiences can be invaluable in the design and distribution of a product or service. We were convinced... View Details
Keywords: by James Heskett
  • 07 Apr 2020
  • Research & Ideas

What Customers Need to Hear from You During the COVID Crisis

need, the new world for brands will have trust at its core. The mandate to brands from global consumers is clear: step up and help, not just your own customers and employees, but the world at large; protect all, support and care for all,... View Details
Keywords: by Jill Avery and Richard Edelman
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