Custom - Publications - Faculty & Research

02 Feb 2015
News

Disruptors Sell What Customers Want and Let Competitors Sell What They Don’t

28 May 2014
News

IKEA wins by making some customers unhappy, says strategy guru Michael Porter

05 Jun 2023
News

Customer Ratings Have Become Meaningless. ‘People Hand Out 5 Stars Like It’s Candy.’

23 Apr 2015
News

The unusual and kind of brilliant way Pret A Manger thanks its customers

12 Nov 2020
News

Indie booksellers thriving during pandemic thanks to new ways of connecting with customers

21 Feb 2008
News

NFL Players to Participate in Custom Executive Education Program at Harvard Business School

05 Jul 2016
News

Health Insurance Stores and Health Hubs Innovations That Get Close to the Customer

01 Dec 2011
News

At Your Service

Frei and Morriss: No heroics, please—partner with customers to make strategic service choices instead of trying to be the best at everything. In their new book, Uncommon Service: How to Win by Putting View Details

Keywords: Deborah Blagg; customer service; Hospitals; Health, Social Assistance; Computer and Electronic Product Manufacturing; Manufacturing; Management, Scientific, and Technical Consulting Services; Professional Services; Air Transportation; Transportation

22 May 2014
News

For Website Personalization, Simple Is the New Sexy

Keywords: web analytics; customer data; web personalization

10 Jul 2014
News

Birchbox Store Opens in NY

Keywords: bricks and mortar; retail; customer engagement; Miscellaneous Store Retailers; Retail Trade

25 Jun 2024
News

On the Move: Alexis DePree (MBA 2007)

When Nordstrom announced the promotion of Alexis DePree (MBA 2007) to COO in early June, media outlets noted DePree’s expanded, end-to-end role in managing operations and customer experience in an increasingly complex retail environment. DePree joined Nordstrom in... View Details

Keywords: retail; customer service; supply chain management; career experience; Retail Trade

08 Jan 2025
News

Mapping Pain Points at the IRS

Having spent a decade helping retailers optimize customer service, Fumi Tamaki (MBA 2014) could not pass up the opportunity in June 2024 to take on the challenge of improving the customer experience at the... View Details

Keywords: Jennifer Myers; IRS; customer service; government service; Executive, Legislative, and Other General Government Support; Government

19 Jan 2014
News

Never Waste a Good Recession

Keywords: recession; customer orientation; product development; R & D

01 Mar 2023
News

Elevator Pitch: Spread the Wealth

Illustration by Drue Wagner Illustration by Drue Wagner Sabine Tejerina (MBA 2009) Cofounder and COO, Upstreet Concept: Launched in 2020, Upstreet makes it easier and more economical for companies to reward employees and customers with... View Details

Keywords: entrepreneurship; stock ownership; customer rewards; employee retention; financial literacy; Securities, Commodities, and Other Financial Investments; Finance