Customer Lifetime Value - Publications - Faculty & Research

16 Jul 2020
Research & Ideas

Restaurant Revolution: How the Industry Is Fighting to Stay Alive

make raising restaurant employee wages nearly impossible absent increased menu prices, which customers hard hit by the crisis are likely to reject. "The most important thing we are all facing is really the confidence and comfort that... View Details

Keywords: by Michael S. Kaufman, Lena G. Goldberg, and Jill Avery; Food & Beverage

23 Feb 2009
Research & Ideas

Creative Entrepreneurship in a Downturn

luxuries. After all, just because consumers are cutting back doesn't mean that they do not still enjoy products that give them pleasure and entertainment—or even distraction from the difficult times around them. The third category of needs is a more obvious one:... View Details

Keywords: by Martha Lagace

13 Mar 2023
Op-Ed

How Leaders Should Leave

stay on. If you’re a valued employee, your boss will appreciate being given the chance to see if anything can be done to keep you. At this stage, it’s better to avoid blurting out the details of an exciting job offer from another... View Details

Keywords: by John Quelch

14 Jan 2019
Op-Ed

These 4 CEOs Created a New Standard of Leadership

for the multi-stakeholder approach. In 2011, he told shareholders, “My job is not to serve shareholders, but to serve Unilever’s customers and consumers.” He then suspended quarterly earnings reporting, enabling executives to concentrate... View Details

Keywords: by Bill George; Health; Banking; Food & Beverage; Consumer Products

07 Mar 2023
Blog Post

Deconstructing LEGO’s Decarbonization

ecosystem and the levers at its disposal. As a relatively small petrochemical user, a company like LEGO Group should combine its efforts in its own operations while simultaneously pushing for upstream regulatory improvements that trickle down the View Details

23 Oct 2000
Research & Ideas

The Strategy-Focused Organization

weather that depressed sales of natural gas and home heating oil. As you know, this is also the first quarter we are operating with the Balanced Scorecard, so I can see performance across a broader set of indicators. Market shares in our key View Details

Keywords: by Robert S. Kaplan & David P. Norton

25 Aug 2014
HBS Case

Starbucks Reinvented

of what he wanted to accomplish. The case, Koehn's fourth to focus on Starbucks, opens in February 2007. Schultz, no longer Starbucks' CEO but still its chairman, is worried the company is losing its ability to be true to its values while... View Details

Keywords: by Julia Hanna; Food & Beverage

Web

The Essential Porter - Institute For Strategy And Competitiveness

Thinkers50 every year since 2001 Frequent contributor to The Wall Street Journal and numerous other national publications and academic journals Lifetime Achievement Award in Economic Development from the U.S. Department of Commerce 22... View Details

01 Mar 2024
News

Counter Intelligence

he took over, Pret, reportedly valued at $1.9 billion when it was acquired in 2018 by JAB Holdings, had more than 550 shops, with the majority in London and outposts in major cities worldwide. But just a few months into his term, the... View Details

Keywords: Amy Crawford

12 May 2023
Blog Post

Independent Project: The Rise of Electric Heat Pumps

costs: Due to higher efficiency, homeowners can save 20-40% on their ongoing utility bill versus traditional HVAC systems [13]. Thus, the average ongoing expense for a homeowner is ~$15K over a 15-year lifetime (vs. up to $40K for an oil... View Details

28 Mar 2016
Research & Ideas

What's a Boss Worth?

them look better. But how much of an effect does a good or bad boss have on workers, really? Harvard Business School Assistant Professor Christopher Stanton sets out to ask that question in The Value of Bosses, a paper recently published... View Details

Keywords: by Michael Blanding; Service

23 Jun 2003
Research & Ideas

Building a Better Buyer-Seller Relationship

said Narayandas. "More importantly, the customer now begins to realize that taking a hands-off approach in the relationship is actually detrimental. Even the slightest effort they put in will lead to much more View Details

Keywords: by Martha Lagace

04 Apr 2023
What Do You Think?

How Does Remote Work Affect Innovation?

they have decided to give up their weekend to come up with a better idea? Would they have agreed to break the routine of Mondays working remotely to share their response in the relative privacy of the office (vs. online)? Would the five even be sharing the same View Details

Keywords: by James Heskett

03 Oct 2005
Research & Ideas

The Truck Driver Who Reinvented Shipping

to maritime trade so phenomenal that he has been compared to the father of the steam engine, Robert Fulton. As a youth growing up on a farm in a small town of Maxton, North Carolina, McLean learned early on about the value of hard work... View Details

Keywords: by Anthony J. Mayo & Nitin Nohria; Manufacturing; Transportation; Aerospace

15 May 2007
First Look

First Look: May 15, 2007

economic models predict that they do not systematically differ. With online grocery data, we show that people are decreasingly impatient the further in the future their choices will take effect. In general, as the delay between order completion and delivery increases,... View Details

Keywords: Martha Lagace

21 Mar 2019
HBS Case

The Ferrari Way

drivers in pure, unadulterated pleasure. “The overarching goal is to create an experience—a sensual experience,” says Harvard Business School Professor Stefan Thomke, who wrote a case study about the company in 2018. While many companies talk about creating a View Details

Keywords: by Michael Blanding; Auto

21 Dec 2011
Research & Ideas

The Most Common Strategy Mistakes

somehow you can achieve better results. This is a hard race to win. So many managers confuse operational effectiveness with strategy. Another common mistake is confusing marketing with strategy. It's natural for strategy to arise from a focus on View Details

Keywords: by Joan Magretta

26 May 2022
HBS Case

Apple vs. Feds: Is iPhone Privacy a Basic Human Right?

rights are valued differently. "Even if you are not taking a stand on human rights, as Cook has done, you are going to wade into these debates." “We follow the law wherever we do business we strongly believe participating in markets and... View Details

Keywords: by Avery Forman

15 Jul 2008
First Look

First Look: July 15, 2008

experience at a detailed level. The companies' responses are paired with the students' letters and the entire collection is made available to the class. The collection can be compelling. Students are quick to sense which organizations View Details