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Show Results For

  • All HBS Web  (224)
    • People  (1)
    • News  (46)
    • Research  (163)
    • Events  (1)
    • Multimedia  (1)
  • Faculty Publications  (72)
← Page 4 of 224 Results →
  • March 2024
  • Supplement

Madrigal: Conducting a Customer-Base Audit

By: Eva Ascarza, Peter Fader, Bruce G.S. Hardie and Michael Ross
This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Retail Industry; United States
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Ascarza, Eva, Peter Fader, Bruce G.S. Hardie, and Michael Ross. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School PowerPoint Supplement 524-068, March 2024.
  • March 2009 (Revised June 2010)
  • Case

Neck & Neck: Leveraging the Club Neck Information

Commercial Director Prado wonders how to leverage the loyalty card information to prepare the fall 2008 budget. The case discusses the value of subjective and objective information for profit-planning purposes. Spanish children's apparel retailer Neck & Neck uses... View Details
Keywords: Customer Relationship Management; Profit; Knowledge Use and Leverage; Marketing; Consumer Behavior; Retail Industry
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Martinez-Jerez, Francisco de Asis, Jasmijn Bol, Christopher Ittner, and Katherine Miller. "Neck & Neck: Leveraging the Club Neck Information." Harvard Business School Case 109-070, March 2009. (Revised June 2010.)
  • January 2016
  • Case

Sentient Jet: The Uber of Private Jets

By: Anat Keinan and Sandrine Crener
Founded in 1999 in the Boston area, Sentient Jet had become a leading private aviation company in the United States. Its success was built on the introduction of a groundbreaking membership program that offered business travelers the flexibility and convenience of... View Details
Keywords: Private Jets; Private Aviation; Luxury; Luxury Service; Uber; Branding; Growth Strategy; Client Acquisition; Innovative Business Model; Disruptive Innovation; Collaborative Consumption; Disruption; Disruptive Business Model; Travel; Reputation Management; Sharing Economy; Word Of Mouth; Customer Engagement; Aircraft; Membership Programs; Loyalty Program; Brand Positioning; Brand Building; Brand Differentiation; Customer Service; Exceeding Consumer Expectations; 2-way Business Model; Marketing Partnerships; Netjet; Air Transportation; Entrepreneurship; Growth and Development Strategy; Air Transportation Industry
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Keinan, Anat, and Sandrine Crener. "Sentient Jet: The Uber of Private Jets." Harvard Business School Case 516-066, January 2016.
  • October 2011 (Revised August 2017)
  • Case

PunchTab, Inc.

By: Ramana Nanda, William R. Kerr and Lauren Barley
PunchTab was a Silicon Valley startup, founded in 2011, that was developing an Internet-based turnkey customer loyalty program for website owners, mobile applications developers, and brands. Founder/CEO Ranjith Kumaran must make strategic decisions about how to fund... View Details
Keywords: Financial Strategy; Investment; Investment Funds; Internet and the Web; Mobile and Wireless Technology; Corporate Entrepreneurship; Venture Capital; San Francisco
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Nanda, Ramana, William R. Kerr, and Lauren Barley. "PunchTab, Inc." Harvard Business School Case 812-033, October 2011. (Revised August 2017.)
  • March 2024
  • Teaching Note

Madrigal: Conducting a Customer-Base Audit

By: Eva Ascarza, Peter S. Fader, Bruce Hardie and Michael Ross
Teaching Note for HBS Case No. 524-046. This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in... View Details
Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Customer Value and Value Chain; Retail Industry; United States
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Ascarza, Eva, Peter S. Fader, Bruce Hardie, and Michael Ross. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School Teaching Note 524-047, March 2024.
  • 21 Mar 2004
  • Research & Ideas

Loyalty: Don’t Give Away the Store

to get the right numbers, so they know they are getting enough data. The targets for loyalty programs vary from retailer to retailer. Some focus on getting more wallet share of customers; others may have an elite circle of View Details
Keywords: by Manda Salls; Consumer Products; Retail
  • January 2021 (Revised March 2021)
  • Case

THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)

By: Jill Avery, Ayelet Israeli and Emma von Maur
THE YES, a multi-brand shopping app launched in May 2020 offered a new type of buying experience for women’s fashion, driven by a sophisticated algorithm that used data science and machine learning to create and deliver a personalized store for every shopper, based on... View Details
Keywords: Data; Data Analytics; Artificial Intelligence; AI; AI Algorithms; AI Creativity; Fashion; Retail; Retail Analytics; E-Commerce Strategy; Platform; Platforms; Big Data; Preference Elicitation; Preference Prediction; Predictive Analytics; App Development; "Marketing Analytics"; Advertising; Mobile App; Mobile Marketing; Apparel; Online Advertising; Referral Rewards; Referrals; Female Ceo; Female Entrepreneur; Female Protagonist; Analytics and Data Science; Analysis; Creativity; Marketing Strategy; Brands and Branding; Consumer Behavior; Demand and Consumers; Forecasting and Prediction; Marketing Channels; Digital Marketing; Internet and the Web; Mobile and Wireless Technology; AI and Machine Learning; E-commerce; Digital Platforms; Fashion Industry; Retail Industry; Apparel and Accessories Industry; Consumer Products Industry; United States
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Avery, Jill, Ayelet Israeli, and Emma von Maur. "THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)." Harvard Business School Case 521-070, January 2021. (Revised March 2021.)
  • 09 Feb 2012
  • Sharpening Your Skills

Sharpening Your Skills: Online Marketing

Questions To Be Answered: What's the strategy for managing consumer reviews on my site? Do people watch online video ads?. How can I get more out of my customer loyalty campaign? Are online coupon programs... View Details
Keywords: Re: Multiple Faculty; Technology
  • 15 May 2020
  • News

Five ESG Implications from COVID-19

  • June 2011
  • Case

Reed Supermarkets: A New Wave of Competitors

By: John A. Quelch and Carole Carlson
Reed Supermarkets is a high-end supermarket chain with operations in several Midwestern states. Meredith Collins, vice president of marketing, visits stores located in Columbus, Ohio, an important region with the largest market and the greatest impact on revenue... View Details
Keywords: Product Positioning; Marketing Strategy; Business Growth and Maturation; Competitive Strategy; Consumer Behavior; Brands and Branding; Retail Industry; Food and Beverage Industry; Ohio
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Quelch, John A., and Carole Carlson. "Reed Supermarkets: A New Wave of Competitors." Harvard Business School Brief Case 114-296, June 2011.
  • 28 Nov 2007
  • Research & Ideas

B2B Branding: Does it Work?

company will look disorganized. Third, B2B marketers are realizing that developing brand awareness among their customers' customers can capture a larger share of channel margins and build loyalty that can... View Details
Keywords: by John Quelch; Consumer Products

    Pietro Satriano

    Pietro Satriano is a Senior Lecturer at Harvard Business School.  He sits on the boards of CarMax, the largest omni-channel used car retailer in the U.S. and Metro, a large regional grocery retailer in Canada.  Pietro advises a number of food-tech startups and acts... View Details

    • August 2011 (Revised November 2012)
    • Case

    Danielle Marcoux at AdNet2Win Technologies

    By: Anthony J. Mayo and Joshua D. Margolis
    Danielle Marcoux, Director of Web Design at AdNet2Win Technologies, must decide how best to confront Charles Davide, the Chief Technology Officer and leader of the design team charged with overseeing a major upgrade of the company's proprietary customer loyalty... View Details
    Keywords: Management Style; Management Teams; Interpersonal Communication; Creativity; Status and Position; Web Services Industry
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    Mayo, Anthony J., and Joshua D. Margolis. "Danielle Marcoux at AdNet2Win Technologies." Harvard Business School Case 412-039, August 2011. (Revised November 2012.)
    • 24 May 2011
    • First Look

    First Look: May 24

    time. Purchase this case:http://cb.hbsp.harvard.edu/cb/product/711414-PDF-ENG Product Development at OPOWER Thomas Eisenmann and Rob GoHarvard Business School Case 811-075 OPOWER, a software startup that helps utilities engage their View Details
    Keywords: Sean Silverthorne
    • May 2021 (Revised February 2024)
    • Teaching Note

    THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)

    By: Ayelet Israeli and Jill Avery
    THE YES, a multi-brand shopping app launched in May 2020 offered a new type of buying experience for women’s fashion, driven by a sophisticated algorithm that used data science and machine learning to create and deliver a personalized store for every shopper, based on... View Details
    Keywords: Data; Data Analytics; Artificial Intelligence; AI; AI Algorithms; AI Creativity; Fashion; Retail; Retail Analytics; E-Commerce Strategy; Platform; Platforms; Big Data; Preference Elicitation; Predictive Analytics; App Development; "Marketing Analytics"; Advertising; Mobile App; Mobile Marketing; Apparel; Online Advertising; Referral Rewards; Referrals; Female Ceo; Female Entrepreneur; Female Protagonist; Analytics and Data Science; Analysis; Creativity; Marketing Strategy; Brands and Branding; Consumer Behavior; Demand and Consumers; Forecasting and Prediction; Marketing Channels; Digital Marketing; Internet and the Web; Mobile and Wireless Technology; AI and Machine Learning; E-commerce; Digital Platforms; Fashion Industry; Retail Industry; Apparel and Accessories Industry; Consumer Products Industry; United States
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    Israeli, Ayelet, and Jill Avery. "THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)." Harvard Business School Teaching Note 521-097, May 2021. (Revised February 2024.)
    • May 2017 (Revised September 2018)
    • Case

    Hilti Fleet Management (A): Turning a Successful Business Model on Its Head

    By: Ramon Casadesus-Masanell, Oliver Gassmann and Roman Sauer
    This case explores the introduction of fleet management in the construction industry by the premium power tools manufacturer Hilti in 2000. Following its customers’ needs, Hilti moved from selling power tools to leasing them as a service. The introduction of the new... View Details
    Keywords: Hilti; Business Model Innovation; BMI; Fleet Management; Decision-making; Implementation; Power Tools Industry; Business Model; Restructuring; Transformation; Transition; Customer Value and Value Chain; Customer Focus and Relationships; Construction; Innovation and Invention; Leasing; Strategy; Decision Making; Construction Industry; Switzerland; Liechtenstein; Germany; Austria; Europe; United States; Asia; Brazil; China; Japan; Hong Kong
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    Casadesus-Masanell, Ramon, Oliver Gassmann, and Roman Sauer. "Hilti Fleet Management (A): Turning a Successful Business Model on Its Head." Harvard Business School Case 717-427, May 2017. (Revised September 2018.)
    • 08 Dec 2016
    • News

    A Simple Way to Measure Health Care Outcomes

    • September–October 2024
    • Article

    How AI Can Power Brand Management

    By: Julian De Freitas and Elie Ofek
    Marketers have begun experimenting with AI to improve their brand-management efforts. But unlike other marketing tasks, brand management involves more than just repeatedly executing one specialized function. Long considered the exclusive domain of creative talent, it... View Details
    Keywords: Creativity; AI and Machine Learning; Brands and Branding; Product Positioning; Customer Focus and Relationships
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    De Freitas, Julian, and Elie Ofek. "How AI Can Power Brand Management." Harvard Business Review 102, no. 5 (September–October 2024): 108–114.
    • 02 Sep 2015
    • What Do You Think?

    What's Wrong With Amazon’s Low-Retention HR Strategy?

    companies like Amazon where the loyalty of customers is relatively more towards the product & its prices," and less towards its rarely seen employees. The most frequently expressed view was that it... View Details
    Keywords: by James Heskett; Web Services; Retail; Apparel & Accessories; Consumer Products; Fashion
    • 11 Jul 2019
    • Sharpening Your Skills

    Deconstructing 'Customer Experience'

    evolved to the concept of the “customer experience,” essentially the ability to capture customer loyalty and promote evangelism by offering top-notch service and a delightful experience at every interaction,... View Details
    Keywords: by Sean Silverthorne; Retail; Service
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