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September 2020
Supplement

Commonwealth Joe: January 2020 Update from CEO Robert Peck

By: Alexander J. MacKay

At the end of 2016, the leadership team of Commonwealth Joe Coffee Roasters—Robert Peck, Chase Damiano, and Jeremy Martin—had begun an ambitious retail expansion strategy in the Washington, D.C. metropolitan area for their specialty coffee business. That October, they... View Details

Keywords: Cold Brew Coffee; Specialty Coffee; On-premise Coffee Market; Retail Expansion Strategy; Entrepreneurship; Business Model; Brands and Branding; Expansion; Strategy; Decision Making; Food and Beverage Industry; Retail Industry

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March 2009
Article

Customer Experience Creation: Determinants, Dynamics and Management Strategies

By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros

Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details

Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry

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All Business is Local

Today's business leaders are so obsessed with all things global and virtual that they risk neglecting the critical impact of physical place. It's a paradox of the Internet age: now that it's possible for businesses to be everywhere at once, they need to focus on... View Details

Facebook's Platforms

In early 2009, Facebook was the largest global on-line social network, with 175 million members. However, it generated relatively little revenue from its advertising... View Details

24 Apr 2009
Working Paper Summaries

Corporate Social Entrepreneurship

Keywords: by James E. Austin & Ezequiel Reficco

12 Nov 2013
First Look

First Look: November 12

714-409 Coffee Wars in India: Café Coffee Day Takes on the Global Brands Café Coffee Day (CCD) is contemplating how to respond to the entry of Starbucks into the Indian coffee chain market. The case study describes the emergence of CCD as... View Details

Keywords: Sean Silverthorne

08 Mar 2016
First Look

March 8, 2016

March 2016 Harvard Business Review Lean Strategy By: Collis, David J. Abstract—Strategy and entrepreneurship are often seen as polar opposites. Yet the two desperately need each other: strategy without entrepreneurship is central planning; entrepreneurship without... View Details

Keywords: Sean Silverthorne

Hiring Organizations

Ventures Stackpoint Ventures Standard Fluids Corporation, The Starbucks START Center for Cancer Care, The Steadfast Financial StepStone Group Stirling Square Capital Partners Straive Strategy& Stripe Struct Club Summit Partners SunWorks... View Details

Great American Business Leaders of the 20th Century - Leadership

1927–1955 Dorothy Schiff New York Post, 1943–1976 Jacob H. Schiff Kuhn, Loeb and Company, 1885–1920 Robert A. Schoellhorn Abbott Laboratories, 1979–1989 Howard Schultz Starbucks Corporation, 1987–2000 Richard M. Schulze Best Buy,... View Details

23 May 2018
Research & Ideas

How to Know If Your Neighborhood Is Being Gentrified

close to real time. Although the study helps identify where gentrification is occurring, it’s unclear what’s causing what. “It could be that people see a Starbucks coming in and say, ‘This is a neighborhood we should move into,’” says... View Details

Keywords: by Dina Gerdeman

18 Aug 2022
Op-Ed

Your Best Employees Are Burning Out: A Framework for Retaining Talent

experienced burnout differently. Organizations currently comprise multiple generations of employees simultaneously and must understand how each group may view any incentives companies provide to encourage people to stay at an organization. In June, Business Insider... View Details

Keywords: by Hise Gibson and MaShon Wilson

26 Apr 2022
Book

What Does Your Business Stand For? Why Building Trust Starts with Purpose

that empowerment and collaboration are not just aspirations but achieved reality. Purpose goes from being a slogan to a set of lived principles. In the video below, Starbucks CEO Kevin Johnson explains the enormous challenge he faced in... View Details

Keywords: by Ranjay Gulati

30 Sep 2019
Book

6 Steps to Building a Better Workplace for Black Employees

2018 arrest of two black men at a Philadelphia Starbucks after employees called the police to complain they were trespassing, even though they were just waiting for a business acquaintance. “Given the racist rhetoric and vitriol in the... View Details

Keywords: by Dina Gerdeman

28 Feb 2022
Research & Ideas

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

as the time a Starbucks manager called police to arrest two Black men for loitering, though they were merely waiting for an acquaintance. “There are a lot of very negative consequences,” says Feldberg. “At one basic level, companies are... View Details

Keywords: by Pamela Reynolds

27 Apr 2016
Research & Ideas

How the FBI Reinvented Itself After 9/11

was about running a business. It was all about supply chains and helping the military figure out the best way to get stuff to Europe. Of course, identity and structure both had to change. And then the war was over, and we went back to the way things were. But in the... View Details

Keywords: by Carmen Nobel

20 Dec 2022
Op-Ed

Employee Feedback: The Key to Retention During the Great Resignation

Can there be corporate democracy if employees can’t vote on the actions its companies take? Yes, and it’s needed now more than ever. The pandemic has brought much employee discontent and activism. Last January, for example, with one-third of the staff at a View Details

Keywords: by Michael Beer

26 Nov 2019
News

The Ritual Effect

socks in your drawer sideways, just so, like so many toppled snails, can spark joy; why French children aren’t picky eaters; why brands like Starbucks benefit from encouraging their customers to “Take Comfort in Your Rituals”; why a... View Details

Keywords: rituals

19 Apr 2023
News

A Kick Start for Latin American Startups

partnership introductions. One example: Saggioro Leal introduced NotCo, a food-tech company that uses artificial intelligence to create sustainable and accessible plant-based foods, to executives at Starbucks and Burger King Latin America... View Details

Keywords: Maureen Harmon

03 Dec 2020
Research & Ideas

Cut Payroll Costs with Transparency, Fairness, and Compassion

ways in which organizations met the challenges of 2020. What strategies and actions worked better than others? What can we learn from these? While many companies reduced payor headcount, some pledged at the outset of the crisis to do whatever they could to avoid... View Details

Keywords: by Boris Groysberg and Sarah Abbott

01 Sep 2023
News

Alumni and Faculty Books

delivering annual investor returns of 25 percent over two decades, and outperforming both Starbucks and Chipotle. How did Shaich succeed repeatedly in such a notoriously tough industry? By discovering today what will matter tomorrow and... View Details