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Show Results For
- All HBS Web
(1,867)
- People (2)
- News (561)
- Research (1,027)
- Events (4)
- Multimedia (13)
- Faculty Publications (321)
- Article
Fighting Bias on the Front Lines
By: Alexandra C. Feldberg and Tami Kim
Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate customers, lead to lawsuits, or even cause lasting brand damage by going viral.
This article presents research... View Details
This article presents research... View Details
Keywords: Customer Service; Customer Focus and Relationships; Service Delivery; Diversity; Prejudice and Bias; Organizational Change and Adaptation
Feldberg, Alexandra C., and Tami Kim. "Fighting Bias on the Front Lines." Harvard Business Review 99, no. 6 (November–December 2021): 90–98.
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
components: actionable customer selection criteria (because resources spent on accounts A and B are not available for accounts C, D, and so on); clarity about the buying process for target customers as it... View Details
Keywords: by Kristen Senz
- July–August 2024
- Article
Doing More with Less: Overcoming Ineffective Long-Term Targeting Using Short-Term Signals
By: Ta-Wei Huang and Eva Ascarza
Firms are increasingly interested in developing targeted interventions for customers with the best response,
which requires identifying differences in customer sensitivity, typically through the conditional average treatment
effect (CATE) estimation. In theory, to... View Details
Keywords: Long-run Targeting; Heterogeneous Treatment Effect; Statistical Surrogacy; Customer Churn; Field Experiments; Consumer Behavior; Customer Focus and Relationships; AI and Machine Learning; Marketing Strategy
Huang, Ta-Wei, and Eva Ascarza. "Doing More with Less: Overcoming Ineffective Long-Term Targeting Using Short-Term Signals." Marketing Science 43, no. 4 (July–August 2024): 863–884.
- 15 Nov 2016
- News
Field Course Helps Nascent Entrepreneurs Connect with Customers
technology-enabled heated winter boots for women, says the course helped her venture gain traction with customers at a very early stage. “The course was very tactical,” Lefkowitz explains. “My team worked on a Kickstarter campaign that... View Details
- October 2010
- Case
The Cleveland Clinic: Improving the Patient Experience (Abridged)
By: Ananth Raman, Anita L. Tucker and Rachel Gordon
Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen though if healthcare also considered question of "How does the patient feel?" This case looks at the... View Details
Keywords: Customer Satisfaction; Ethics; Health Care and Treatment; Six Sigma; Performance Improvement; Safety; Value Creation
Raman, Ananth, Anita L. Tucker, and Rachel Gordon. "The Cleveland Clinic: Improving the Patient Experience (Abridged)." Harvard Business School Case 611-015, October 2010.
- 14 Jul 2020
- Research & Ideas
Restarting Under Uncertainty: Managerial Experiences from Around the World
considered essential? How could employees’ safety be guaranteed? And, most recently, how can businesses preserve financial viability in the face of rapidly declining demand for products and services? The experiences we collected show... View Details
- 07 Oct 2019
- Sharpening Your Skills
How Companies Can Make Up with (Very) Unhappy Customers
customer experience faces cutbacks, what services get chopped? Fix This! Why is it so Painful to Buy a New Car? Car-buying sends shivers up the backbones of American consumers, so why hasn’t the industry... View Details
- 13 Mar 2023
- Research & Ideas
The Power of Personal Connections: How Shared Experiences Boost Performance
through those ties and may take pride in a reputation for a higher standard of performance when observed by a valued peer, the researchers note. In some ways, analogous effects may be observed in customer service in other professions and... View Details
- 20 May 2019
- Research & Ideas
Activist CEOs Are Rising Up—and Their Customers Are Listening
are addressed in the May 2019 paper Assessing the Impact of CEO Activism, published in the journal Organization & Environment. Toffel’s case study CEO Activism is taught to HBS MBA students. The Tim Cook experiments To gauge the... View Details
Keywords: by Michael Blanding
- 24 Apr 2014
- News
Improving the service experience requires excellence—but not in everything
Everyone knows what bad service feels like—and that’s something Frances Frei, Professor at HBS, wants to fix. Making the service experience better for everyone, from customers to employees, begins with... View Details
- May 2007
- Case
Westin Hotels and Resorts: Operations of a Lifestyle Experience
By: Frances X. Frei, Chekitan S. Dev and Laure Mougeot Stroock
Westin Hotels and Resorts adopted a new "lifestyle" brand strategy which provided guests with a new service experience. The dilemma Westin faced was how to operationally build a brand that delivered consistent service on intangible values. View Details
Keywords: Customer Relationship Management; Decision Choices and Conditions; Growth Management; Brands and Branding; Service Operations; Value Creation; Tourism Industry
Frei, Frances X., Chekitan S. Dev, and Laure Mougeot Stroock. "Westin Hotels and Resorts: Operations of a Lifestyle Experience." Harvard Business School Case 607-129, May 2007.
- 10 Oct 2018
- Research & Ideas
The Legacy of Boaty McBoatface: Beware of Customers Who Vote
public. Boaty blowback highlights the potential danger of giving consumers the power to vote, even though customer engagement is a primary goal of almost every social media strategy. The problem: Even though NERC never explicitly promised... View Details
- Article
Beyond the Target Customer: Social Effects in CRM Campaigns
By: Eva Ascarza, Peter Ebbes, Oded Netzer and Matthew Danielson
Customer relationship management (CRM) campaigns have traditionally focused on maximizing the profitability of the targeted customers. The authors demonstrate that in business settings characterized by network externalities, a CRM campaign that is aimed at changing the... View Details
Keywords: Social Effects; Field Experiment; Mobile; Customer Relationship Management; Network Effects; Consumer Behavior
Ascarza, Eva, Peter Ebbes, Oded Netzer, and Matthew Danielson. "Beyond the Target Customer: Social Effects in CRM Campaigns." Journal of Marketing Research (JMR) 54, no. 3 (June 2017): 347–363.
- March 17, 2021
- Other Article
Beyond Pajamas: Sizing Up the Pandemic Shopper
By: Ayelet Israeli, Eva Ascarza and Laura Castrillo
A first look at how the COVID-19 pandemic impacted e-commerce apparel shopping in the US and the UK. Extensive analysis and interactive graphics utilizing millions of transactions.
While the pandemic is still playing out, our preliminary investigations... View Details
While the pandemic is still playing out, our preliminary investigations... View Details
Keywords: Retail; Retail Analytics; Consumer; Pandemic; COVID; COVID-19; Apparel; Ecommerce; Online Shopping; Online Apparel; Online Sales; Returns; CRM; Customer Retention; Customer Experience; Customer Value; Digital; Customer Focus and Relationships; Customers; Health Pandemics; Consumer Behavior; Customer Relationship Management; Internet and the Web; Behavior; E-commerce; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States; United Kingdom
Israeli, Ayelet, Eva Ascarza, and Laura Castrillo. "Beyond Pajamas: Sizing Up the Pandemic Shopper." Harvard Business School Working Knowledge (March 17, 2021).
- February 2023
- Supplement
Astyanax Kanakakis at norbloc: A Founder's Experience with the DIFC Fintech Hive
By: Linda A. Hill and Lydia Begag
norbloc was founded in 2016 in Stockholm, Sweden, by Astyanax Kanakakis and his co-founders, Vitalii Demianets and Sam Saatchi. Kanakakis and Demianets got to work to address a key gap in the industry: Know Your Customer (KYC) data sharing. As the first distributed KYC... View Details
Keywords: Organizational Change and Adaptation; Organizational Design; Organizational Culture; Organizational Structure; Organizations; Leadership; Leadership Development; Leadership Style; Collaborative Innovation and Invention; Digital Transformation; Digital Strategy; Digital Platforms; Technology Adoption; Technological Innovation; Corporate Entrepreneurship; Business and Government Relations; Business Startups; Financial Services Industry; Technology Industry; Banking Industry; Information Technology Industry; Sweden; Europe; Singapore; London; United Arab Emirates; Dubai; Middle East; Athens; Greece
Hill, Linda A., and Lydia Begag. "Astyanax Kanakakis at norbloc: A Founder's Experience with the DIFC Fintech Hive." Harvard Business School Supplement 423-066, February 2023.
- 12 Feb 2018
- Research & Ideas
Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?
last place. Short of stopping customers and asking them why they switched, it’s difficult to know exactly why they did so, or whether they were better off for their jockeying. To answer those questions, Buell set up an online View Details
- September 2018 (Revised August 2019)
- Case
The Progressive Corporation, 2018
By: John R. Wells and Benjamin Weinstock
In early 2019, The Progressive Corporation (Progressive), the USA’s third-largest auto insurance writer, reported earned premiums were up 20% in 2018 compared to the previous year, and net income was up 64%. Direct sales of personal auto policies rose 21%, while agent... View Details
Keywords: Insurance Companies; Strategic Analysis; Strategic Decisions; Customer Acquisition; Customer Experience; Customer Lifetime Value; Policy Implementation; Competitors; Auto Insurance; Vehicle; Progressive; Allstate; State Farm; GEICO; Implementation; Insurance; Customer Value and Value Chain; Growth Management; Competitive Strategy; Insurance Industry
Wells, John R., and Benjamin Weinstock. "The Progressive Corporation, 2019." Harvard Business School Case 719-413, September 2018. (Revised August 2019.)