Customer Loyalty - Publications - Faculty & Research

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

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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

Program

Creating Brand Value

Build brand loyalty and optimize your customer relationships Ensure consumers are allies, not adversaries Design brand strategy and manage brands for maximum value Compete more successfully by evolving and... 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

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

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

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

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

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

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

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

01 Dec 2023
News

Thinking Ahead

rather than selling upfront.” This requires a platform-native approach, says Yang: a video that works well on Amazon would appear as a hard-sell turnoff on TikTok. “It’s important to remember that customer View Details

Keywords: Julia Hanna; Illustrations by Chris Gash; News, Library, Internet, and Other Services; Information

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

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

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

29 Nov 2022
Research & Ideas

How Much More Would Holiday Shoppers Pay to Wear Something Rare?

up against the customer loyalty they gain from making those goods more widely available? “There are groups of people who can’t afford to pay more for a good and will be obviously annoyed if they are left... View Details

Keywords: by Michael Blanding; Retail

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

Web

HBR Classics - Alumni

Wendall-Wedellsborg The Discipline of Innovation , Peter F. Drucker The Innovation Catalysts , Roger L. Martin Managing Markets and Customers Building Loyalty in Business Markets View Details

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