Consumer Loyalty - Publications - Faculty & Research

16 Apr 2001
Research & Ideas

Brand Power from Wedgwood to Dell: Part One

consumers had initially tried their product or service, earning their repeat business and their loyalty by creating trust between the product, the company, and the consumer. To me, that is the strategic... View Details

Keywords: by Martha Lagace

20 Jan 2015
First Look

First Look: January 20

pure e-tailer as well as two competing multichannel retailers. Even though self-matching is likely to reduce a retailer's profits, with some consumers paying the lower price, we uncover two novel mechanisms that can make self-matching... View Details

Keywords: Sean Silverthorne

24 Jan 2012
First Look

First Look: Jan. 24

PublicationsiPhones for Friends, Refrigerators for Family: How Products Prime Social Networks Authors:Lalin Anik and Michael I. Norton Publication:Social Influence (forthcoming). Abstract We show that priming consumers with products... View Details

Keywords: Sean Silverthorne

10 Jan 2005
Research & Ideas

The Knowledge Coach

another. When e-business burst on the scene, GE's CEO Jack Welch was impressed by the strategy adopted by the CEO of GE's Global Consumer Finance (GCF) division, who realized he was not up to speed in e-business. The CEO identified the... View Details

Keywords: by Dorothy Leonard & Walter Swap

07 Aug 2018
First Look

New Research and Ideas, August 8, 2018

developed a strong reputation among consumers due in part to its Membership Rewards (MR) loyalty program, first established in 1991. Through MR, all Amex cardholders could accumulate and redeem “points”... View Details

Keywords: by Sean Silverthorne

23 Dec 2002
Research & Ideas

Partnering and the Balanced Scorecard

(see Figure 2-3) and several new internal business objectives. Mobil U.S. Marketing and Refining, like Rockwater, moved to a new "customer intimacy" strategy that would offer a superior buying experience for consumers. Mobil's market research had revealed... View Details

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

11 Jun 2012
Research & Ideas

When Business Competition Harms Society

these facilities on a single block." The New York State Department of Environmental Conservation provided the research team with the records of all 28 million OBD-II inspections conducted on gasoline-powered consumer vehicles at the... View Details

Keywords: by Carmen Nobel; Auto

09 Nov 2009
Research & Ideas

Come Fly with Me: A History of Airline Leadership

evolution of the industry through the introduction of key service elements like flight attendants, in-flight meals, and loyalty programs. Each of these service elements, which are common today, was introduced as a key differentiator by a... View Details

Keywords: by Sarah Jane Gilbert; Air Transportation

20 Apr 2016
Research & Ideas

When CEOs Become Activists

controversial issues like civil rights and climate change? Two, in terms of consumer response, does CEO activism affect customer perceptions about the company? (They recently discussed the paper in the New York Times.) “What prompted this... View Details

Keywords: by Carmen Nobel; Technology; Publishing

19 Jan 2022
In Practice

7 Trends to Watch in 2022

As 2022 gets underway we asked our faculty to highlight some trends worth watching in the coming year. Ariel Stern: A new future for digital health care While 2020 and 2021 were years of rapid innovation and deployment of new health care technologies and delivery... View Details

Keywords: by HBS News

22 Feb 2011
Research & Ideas

The Most Important Management Trends of the (Still Young) Twenty-First Century

the last decade is the dramatic increase in the number of companies concerned with corporate social responsibility, and the resultant rise in the range and variety that such efforts have taken. From "old" models in which companies either donated money directly to... View Details