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- All HBS Web
(2,556)
- People (2)
- News (496)
- Research (1,689)
- Events (3)
- Multimedia (9)
- Faculty Publications (934)
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- 01 Aug 1998
- News
High Honors
others as you would have them serve you." When he announced his plans to step down, McDermott reminded his colleagues, "We've made customer service our primary goal, and we've encouraged other corporations... View Details
- 05 Nov 2019
- News
Alumnus Named McDonald’s CEO
included a rekindling customer interest by refocusing on convenience. “There was a latent love for the brand,” Kempczinski told the Bulletin. “We had just been underdelivering on what their expectations were.” In an interview with the... View Details
- 01 Sep 2006
- News
Marketing Giant Ted Levitt Remembered
simple question: “What business are you in?” As an example of marketing myopia he cited railroads that “let others take customers away from them because they assumed themselves to be in the railroad business instead of the transportation... View Details
- 12 Nov 2021
- News
Alumni Business Leaders on Confronting the Climate Change Challenge
We see a strong push from customers and investors to adopt climate-positive policies and products. And we see movement to adopt policies that emphasize human consequences, these in addition to traditional approaches to compliance with... View Details
- 01 Feb 2001
- News
HBSi Combines HBS Content with State-of-the-Art Technology
Building on its commitment to delivering innovative custom education programs to corporations around the world, last November the School launched HBS Interactive (HBSi). The wholly owned nonprofit organization will pursue an expanded... View Details
- 01 Feb 2002
- News
It's academic. (Not!)
dollars in lost sales and customer goodwill. Ton is currently working with a nationwide chain to estimate the magnitude of this problem and identify its drivers. "We have found large and systematic variation in performance in 250 stores... View Details
- 07 Sep 2021
- News
Alumni Perspective: The Morning After 9/11
helpful. Can someone tell us how insurance companies make money?” And so, the first day of our post-9/11 lives began. Just six days earlier, in what suddenly seemed like a parallel universe, Frances had introduced us to her course on Managing View Details
- 01 Sep 2011
- News
Water for Life
households efficiently. With over 6 million customers (about 1 million households), the viability of the company can be sustained as long as we remain efficient in our operations and excellent in our service... View Details
- 06 Dec 2021
- News
In My Humble Opinion: Come Clean
Twenty years ago, when a broker called to tell Jon Simon (MBA 1980) about the possibility of acquiring Parkway Custom Drycleaning, the broker didn’t initially reveal what it was—a high-end dry-cleaning business founded in 1926. Convinced... View Details
- 01 Sep 2014
- News
Case Study: Declawing the Competition
and/or alliance with a pet food supplier—get your kit endorsed. 4) Consider the new B Corporation status, which allows additional tax benefits for socially responsible corporations. — Glenn E. Perkins (GMP 11, 2011) Take a page from the book of Zappos.com: Make View Details
- 01 Mar 2012
- News
1st-Year MBAs Learn from Global Partners
months of classroom preparation, teams of MBAs arrived January 8 in 12 cities in 10 developing countries, where they worked to complete new product or service projects for 140 partner organizations. (A small number of students who could... View Details
- 01 Sep 2016
- News
Case Study: Alumni Advice for a Health Care Startup
has also begun helping employers meet their workers’ complex care issues by offering an upgrade from existing solutions such as elder care services or employee assistance programs (EAP), the latter of which essentially provide access to a... View Details
- 20 Feb 2013
- News
Thanking Veterans Online
sign-up process is easy. Service members and veterans can validate their military service against a government database or a military financial institution catering to nine million military View Details
- 01 Dec 2014
- News
Dressing by Number
More Retail Revolutions Manufacturing Makeup on Demand Although it isn’t available yet, Mink, a 3D home printer that produces custom makeup, has already made serial inventor Grace Choi (MBA 2013) a cosmetics celebrity. Katrina Lake knew... View Details
- 01 Oct 2000
- News
Laura Scher of Working Assets
Most of the money is taken from revenues generated by the Working Assets credit card, long-distance telephone, and Internet businesses, whose customers sign on for these services because they support the... View Details
Keywords: Marguerite Rigoglioso
- 01 Sep 2018
- News
Ask the Expert: Delivering the Goods
Image by Edmon de Haro The US Postal Service prides itself on delivering through rain, sleet, and snow—but what about serious debt? After 11 straight years of losses and declining first-class mail volumes, the USPS saw one glimmer of hope... View Details
Keywords: Jen McFarland Flint
- 01 Sep 2012
- News
Hierarchy's Last Stand
meeting with critics. One CEO of the new, humbler variety published a dialogue with a customer who questioned high prices in the company newsletter, replete with pointed attacks, some of which he admitted he couldn’t answer well. Status... View Details
- 01 Dec 2017
- News
2017 in Media: Courting the Cord-Cutters
bundle” and over-the-top (OTT) services. The skinny bundle is a response to customer concerns that cable packages are too expensive. The bundle had simply gotten too big; there were 250 channels, and the View Details
- 24 Apr 2014
- News
Ensuring a business’s profitability enables it to serve society
During the 2009 global recession, Mark Fields (MBA 1989) helped Ford Motor Company avoid government-financed bankruptcy. Now, as president and CEO, he is focused on serving customers around the globe with great products while building a... View Details