Customer Loyalty - Publications - Faculty & Research

May 2017
Teaching Note

Hilti Fleet Management (A) and (B)

By: Ramon Casadesus-Masanell, Oliver Gassmann and Roman Sauer

These notes are meant to accompany Hilti Fleet Management (A): Turning a Successful Business Model on Its Head (717-427) and Hilti Fleet Management (B): Towards a New Business Model (717-465).
This case explores the introduction of fleet management in the... View Details

Citation

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03 Mar 2008
Research & Ideas

Marketing Your Way Through a Recession

cement the loyalty of those who remain by assuring employees that the company has survived difficult times before, maintaining quality rather than cutting corners, and servicing existing customers rather... View Details

Keywords: by John Quelch

17 Mar 2021
Research & Ideas

Beyond Pajamas: Sizing Up the Pandemic Shopper

their loyalty patterns by looking at the repeat purchase rate of these new customers compared with those of existing users. To do that, we calculated the portion of consumers who bought again within 60 days... View Details

Keywords: by Ayelet Israeli, Eva Ascarza, and Laura Castrillo; Retail

09 Jul 2008
Research & Ideas

Starbucks’ Lessons for Premium Brands

in three ways. First, the early adopters who valued the club-like atmosphere of relaxing over a quality cup of coffee found themselves in a minority. To grow, Starbucks increasingly appealed to grab and go customers for whom service meant... View Details

Keywords: by John Quelch; Retail

Article

Unconventional Insights for Managing Stakeholder Trust

By: Michael Pirson and Deepak Malhotra

Initiatives to build and maintain trust with various stakeholders, including customers, employees, suppliers and investors, are at the top of the executive agenda at many organizations. But most companies don't really understand how to manage stakeholder trust... View Details

Keywords: Values and Beliefs; Knowledge Use and Leverage; Organizational Culture; Business and Stakeholder Relations; Perspective; Trust; Cooperation

Citation

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10 Oct 2011
Research & Ideas

Retailing Revolution: Category Killers on the Brink

categories) becomes unproductive due to customers migrating to e-tailers. As entire sections of these stores die from online competition, category killers are being pressed to come up with solutions to keep their overall model afloat. The... View Details

Keywords: by Rajiv Lal & Jose B. Alvarez; Retail

Teaching Interest

Overview

By: Jill J. Avery

Creating Brand Value (MBA elective course)

Overview:

In the consumer/retail space, brands are often companies’ most valuable assets and sources of their sustainable competitive advantage. But, managing brands to achieve their full value potential... View Details

20 Jan 2015
First Look

First Look: January 20

engendered fierce loyalty from those who worked with him. Purchase this case: https://cb.hbsp.harvard.edu/cbmp/product/415031-PDF-ENG Harvard Business School Case 415-032 Jean-Claude Biver (B): Leading Change at Hublot No abstract... View Details

Keywords: Sean Silverthorne

07 Apr 2009
First Look

First Look: April 7, 2009

sold by knowledgeable associates, The Home Depot became a destination place for customers in need of anything from shovels to a new kitchen sink or supplies to use in recovering from a hurricane or flood. Disasters are thus both a source... View Details

Keywords: Martha Lagace

22 Nov 2016
First Look

November 22, 2016

the best way for Guler to optimize the company’s investment in its customer loyalty program? Purchase this case: https://cb.hbsp.harvard.edu/cbmp/product/516087-PDF-ENG Harvard Business School Case 517-020... View Details

Keywords: Sean Silverthorne

17 Oct 2023
HBS Case

With Subscription Fatigue Setting In, Companies Need to Think Hard About Fees

structure also has to be ‘right’ in order to be successful.” Benefiting from subscriptions while guarding against subscription fatigue For companies, the benefits of the subscription model include more stable and predictable revenue streams, improved inventory... View Details

Keywords: by Jay Fitzgerald; Consumer Products; Information; Information Technology

16 Jun 2008
Research & Ideas

Seven Tips for Managing Price Increases

sticker shock? 1. Understand Your Customers. There are at least four ways in which customers can respond to higher gas prices: downgrade from premium to regular; take fewer trips by car, consolidate errands, switch to public... View Details

Keywords: by John Quelch

11 Jun 2012
Research & Ideas

When Business Competition Harms Society

facilities are more lenient when their organizational scope includes products and services, like selling cars, where enticing customer loyalty can enhance profits. On the other hand, compared with... View Details

Keywords: by Carmen Nobel; Auto

01 Nov 2017
What Do You Think?

What Are the Real Lessons of the Wells Fargo Case?

measures all metrics. Hard and soft.”), Steve Braje (“You’re better off showing the value of increasing customer loyalty and focusing on that.”), and “bean counter” (operate by means of a balanced triangle... View Details

Keywords: by James Heskett; Banking

19 Dec 2011
Research & Ideas

Climbing the Great Wall of Trust

economy, it's getting more essential that global executives learn their way around Chinese cultural customs in order to be successful in that country. While every country has its version of the "old boys network" that defines... View Details

Keywords: by Michael Blanding

07 Jun 2023
HBS Case

3 Ways to Gain a Competitive Advantage Now: Lessons from Amazon, Chipotle, and Facebook

the price, Karp notes. In some cases, a company might keep its prices lower than the amount customers might be willing to part with to earn brand loyalty or hedge against market fluctuations. Similarly, a... View Details

Keywords: by Michael Blanding

14 May 2018
Research & Ideas

Amazon vs. Whole Foods: When Cultures Collide

were appealing to a wealthy customer with a curated selection of healthy products that people could trust.” The company also earned loyalty from team members—it was named one of America’s best companies to... View Details

Keywords: by Michael Blanding; Food & Beverage

23 Nov 2021
Book

What It Takes to Build an Organizational Culture That Wins

people that is comfortable with “how and why we do things around here.” This is a place where employees like to work and are highly engaged, leading to both employee and customer loyalty that is directly... View Details

Keywords: by Avery Forman

23 Jan 2024
Book

More Than Memes: NFTs Could Be the Next Gen Deed for a Digital World

that creates surprisingly flexible value. NFTs can turn images into event tickets, and event tickets into brand anchors. They will usher in the next generation of customer loyalty programs, creating... View Details

Keywords: by Dina Gerdeman; Information Technology; Technology; Financial Services

28 Jan 2019
Research & Ideas

Forget Cash. Here Are Better Ways to Motivate Employees

motivators that will entice greater effort and loyalty out of workers. Turns out, using cash as a carrot isn’t always the best answer, according to new research by Harvard Business School Assistant Professor Ashley V. Whillans. More than... View Details

Keywords: by Dina Gerdeman

Publications