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- All HBS Web (193)
- Faculty Publications (98)
Show Results For
- All HBS Web (193)
- Faculty Publications (98)
- 01 Apr 2013
- Research & Ideas
First Minutes are Critical in New-Employee Orientation
Science Quarterly, a research team finds that shifting the focus to an employee's personal identity leads to an increase in both employee retention and customer satisfaction. "Organizations will talk about... View Details
- 27 Feb 2023
- Research & Ideas
How One Late Employee Can Hurt Your Business: Data from 25 Million Timecards
School of Business at the University of Pennsylvania to focus on retail operations, many considered the topic an "oxymoron." “The right labor needs to be available at the right time and store to match customers with products more... View Details
- Web
Topics - HBS Working Knowledge
Derivatives and Swaps (1) Credit (8) Crime and Corruption (43) Crisis Management (51) Cross-Cultural and Cross-Border Issues (23) Culture (10) Currency Exchange Rate (3) Currency (12) Curriculum and Courses (2) Customer Focus and... View Details
- 16 Oct 2023
- HBS Case
Advancing Black Talent: From the Flight Ramp to 'Family-Sustaining' Careers at Delta
Keyra Lynn Johnson. “The frontline perspective can give management important insight into the employee experience and what customers really want from the airline.” Delta has reclassified most jobs that had previously required a degree and... View Details
- 07 Jul 2019
- HBS Case
Walmart's Workforce of the Future
approach to the customer experience, with an emphasis on employee training and improved ecommerce and automation technology, both on the floor and in back office roles. One foundational move to beef up its technology was Walmart’s $3.3... View Details
- 28 Sep 2011
- Research & Ideas
The Profit Power of Corporate Culture
too late to act. Financial numbers measure the past and lead to "rearview mirror management." The numbers that predict the future are the Four Rs-employee retention and referrals, returns to labor (productivity), and... View Details
Keywords: by Sean Silverthorne
- 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 Customer Management... View Details
- Web
Finance - Faculty & Research
the UN’s Sustainable Development Goals (SDGs). Yet with injunctions against ESG investing in the U.S. and pullbacks from climate commitments by oil majors, manufacturers, investment firms, and governments, Okafuji had to decide whether staying close to the wishes of... View Details
- 01 Jun 2023
- News
Pet Project
customers went with her. “People wanted it so badly that they stuck with me, even though I was shipping them food on an irregular basis.” Spies says she kept it up for most of her first year. By her second year, after learning that one in... View Details
- 13 Mar 2023
- Op-Ed
How Leaders Should Leave
timing. Sometimes, an employer will want to announce your successor at the same time as your departure to convey continuity to customers and employees, though merging the two in a single announcement could risk diminishing both parties.... View Details
Keywords: by John Quelch
- February 2019
- Teaching Note
Talent@Tencent
By: Tarun Khanna
Late in 2016, two senior human resources (HR) executives at Tencent Holdings (Tencent), China’s leading Internet services firm, are assessing the effectiveness of the company’s talent management practices in responding to Tencent’s sustained hypergrowth. Over the... View Details
- Web
Student Research - Doctoral
Personalization with Multiple Customer Signals: Multi-Response State Representation in Reinforcement Learning By: Liangzong Ma, Ta-Wei Huang , Eva Ascarza and Ayelet Israeli 05 FEB 2025 | Faculty & Research 2023 Research (pdf) 2023... View Details
- 18 Oct 2022
- Research & Ideas
When Bias Creeps into AI, Managers Can Stop It by Asking the Right Questions
Startup Marketplace for Used Furniture The Twofold Effect of Customer Retention in Freemium Settings Beyond Pajamas: Sizing Up the Pandemic Shopper Feedback or ideas to share? Email the Working Knowledge... View Details
Keywords: by Rachel Layne
- Web
Health Care - Faculty & Research
psychological safety and suggest that investments in building psychological safety can foster employee resilience and organizational commitment, even when resources are strained. Keywords: Burnout ; Psychological Safety ; Healthcare Administration ; Health Care and... View Details
- 12 Apr 2016
- First Look
April 12, 2016
customers rather than take possession of and responsibility for the products or services in question, they have inherently low cost structures and fat gross margins. They are highly defensible once established, owing to network effects.... View Details
Keywords: Sean Silverthorne
- March 2025
- Case
Stagwell: AI and the Future of Marketing
By: Suraj Srinivasan and Radhika Kak
In early 2025, Mark Penn, Founder, CEO and Chairman of Stagwell, a global marketing company with a network of over 70+ agencies that served over 4000 blue-chip customers across 40 countries, was looking at ways that marketers should navigate the disruption emanating... View Details
- January 2018 (Revised January 2020)
- Case
People Analytics at McKinsey
By: Jeffrey T. Polzer and Olivia Hull
A private equity–backed fast food chain has hired McKinsey’s new People Analytics group to help it improve performance. As the final client workshop approaches, Associate Partner Alex DiLeonardo ponders the best way to present the team’s findings, especially those that... View Details
Keywords: Talent and Talent Management; Customer Relationship Management; Forecasting and Prediction; Cost Management; Human Resources; Employees; Recruitment; Retention; Selection and Staffing; Measurement and Metrics; Performance; Performance Capacity; Performance Efficiency; Performance Evaluation; Performance Improvement; Consulting Industry; Service Industry
Polzer, Jeffrey T., and Olivia Hull. "People Analytics at McKinsey." Harvard Business School Case 418-023, January 2018. (Revised January 2020.)
- 24 Jan 2011
- HBS Case
Terror at the Taj
that it has to do with governance of the Tatas; two-thirds of their profits are donated to charitable causes, so the employees feel that they are working for a higher good." But the IT firm Tata Consultancy Services has had many of the same difficulties with... View Details
- 30 Aug 2018
- Blog Post
My Difficult Decision to Leave Google for HBS
class. Ninety students were debating a case about a recently purchased window-washing business. We skillfully dissected the immediate priorities for the new owner: customer retention and employee recruiting.... View Details
- Web
Marketing Awards & Honors - Faculty & Research
Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions” ( Customer Needs and Solutions , 2018) with Scott A. Neslin, Oded Netzer, Zachery... View Details