Publications

Publications

Filter Results: (193) Arrow Down

Show Results For

← Page 7 of 193 Results →
  • 29 Aug 2023
  • News

Helping Consumers Decarbonize their Purchases

raised our Series A at the end of last year, and Sequoia was also in that round. What was exciting about that, was it was based on our retention and unit economics being very strong. So we were showing that we had View Details
  • January 2025
  • Case

Netflix: Takedown Troubles

By: Clayton S. Rose, Tom Quinn and Maxim Pike Harrell
In October 2021, Netflix Co-CEO Ted Sarandos sent an all-staff email addressing backlash to comedian Dave Chappelle’s new stand-up special, The Closer. Released on October 5, the comedian’s depiction of the transgender community and other LGBTQ+ groups prompted... View Details
Keywords: Disruption; Talent and Talent Management; Customer Satisfaction; Cost vs Benefits; Demographics; Ethics; Corporate Accountability; Employees; Recruitment; Retention; Leadership; Crisis Management; Risk Management; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Change and Adaptation; Organizational Culture; Civil Society or Community; Social Issues; Strategic Planning; Adaptation; Decisions; Motion Pictures and Video Industry
Related
  • 06 Aug 2013
  • First Look

First Look: August 6

to leave sued firms. Overall, shareholders use litigation along with director elections and director retention to hold some independent directors more accountable than others when firms experience financial fraud. Publisher's link:... View Details
Keywords: Anna Secino
  • 18 Dec 2012
  • First Look

First Look: December 18

greater customer satisfaction and employee retention after six months as compared to (a) socialization that focused on organizational identity (emphasizing the pride to be gained from organizational... View Details
Keywords: Carmen Nobel
  • Web

Harvard Business School

Congress of Racial Equality (CORE). He allegedly turned down the highest-paying job offer made to any member of the Class of 1971 to return to community development work. He is the retired chair of the board of Custom Molders, Inc., of... View Details
  • January 2021 (Revised April 2022)
  • Case

Best Buy's Corie Barry: Confronting the COVID-19 Pandemic

By: William W. George and Amram Migdal
This case examines the leadership of Corie Barry, the new CEO of Best Buy, with a focus on actions the company took in 2020 to adapt to the COVID-19 pandemic. The case includes a history of Best Buy’s strategy and leadership, including the transitions between the... View Details
Keywords: COVID-19 Pandemic; Change; Disruption; Volatility; Communication; Competency and Skills; Customers; Decision Making; Ethics; Fairness; Moral Sensibility; Values and Beliefs; Finance; Cash Flow; Financial Condition; Financial Liquidity; Goods and Commodities; Corporate Governance; Health Pandemics; Human Resources; Executive Compensation; Employees; Employee Relationship Management; Resignation and Termination; Retention; Selection and Staffing; Innovation and Invention; Jobs and Positions; Job Cuts and Outsourcing; Job Design and Levels; Job Interviews; Job Offer; Labor; Employment; Human Capital; Working Conditions; Law; Leadership; Leadership Development; Leadership Style; Management; Business or Company Management; Crisis Management; Growth and Development Strategy; Management Practices and Processes; Management Style; Management Succession; Management Systems; Management Teams; Risk Management; Operations; Distribution; Order Taking and Fulfillment; Logistics; Service Delivery; Service Operations; Supply Chain; Organizations; Corporate Social Responsibility and Impact; Organizational Change and Adaptation; Outcome or Result; Personal Development and Career; Retirement; Work-Life Balance; Planning; Strategic Planning; Problems and Challenges; Relationships; Business and Community Relations; Labor and Management Relations; Risk and Uncertainty; Safety; Science; Strategy; Retail Industry; North and Central America; United States; Minnesota
Related
  • April 2024
  • Article

Speaking up and Taking Action: Psychological Safety and Joint Problem-solving Orientation in Safety Improvement

By: Hassina Bahadurzada, Michaela J. Kerrissey and Amy C. Edmondson
Healthcare organizations face stubborn challenges in ensuring patient safety and mitigating clinician turnover. This paper aims to advance theory and research on patient safety by elucidating how the role of psychological safety in patient safety can be enhanced with... View Details
Keywords: Healthcare Operations; Psychological Safety; Teams; Retention; Safety; Customer Satisfaction; Organizational Culture; Performance Evaluation; Health Industry
Related
  • 28 Oct 2019
  • Research & Ideas

Brick-and-Mortar Stores Are Making a Comeback

customer acquisition, distribution, and retention channel is contributing in a different way. I think it’s interesting to look at where Amazon is taking us, which is into a frictionless buying process: How... View Details
Keywords: by Jen McFarland Flint; Retail

    Howard Schultz

    Not only did Schultz foresee that a large-scale coffee shop chain was a lucrative business, but he maintained Starbucks lead through a combination of customer and employee satisfaction plans. Schultz’s plan to offer part-time employees... View Details
    Keywords: Restaurants & Lodging
    • 05 Dec 2017
    • First Look

    First Look at New Research and Ideas, December 5, 2017

    that we can thrive. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=53562 forthcoming Customer Needs and Solutions In Pursuit of Enhanced Customer Retention... View Details
    Keywords: Sean Silverthorne
    • February 2000 (Revised March 2004)
    • Case

    Venture Law Group (A)

    By: Thomas J. DeLong, Ashish Nanda and Scott D Landry
    Craig Johnson, Venture Law Group's (VLG) chairman, founded VLG in 1993 with a goal of "zero voluntary turnover." In late 1998, Johnson faces the departure of three important partners, prompting himself to ask what VLG can do in the midst of an "economic hurricane" that... View Details
    Keywords: Business Model; Customer Relationship Management; Partners and Partnerships; Retention; Legal Services Industry
    Related
    • 08 May 2006
    • Lessons from the Classroom

    Writing the Case for Public School Reform

    retention since the end of World War II," says Thomas. It was assumed then that applicants for a teaching position didn't want to do anything else, or that they didn't have many other options, conditions that clearly don't hold in... View Details
    Keywords: by Julia Hanna; Education
    • 01 Apr 2000
    • News

    Rethinking Call Centers: Effective Delivery of Service is Key

    call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service, information technology, and internal processes, both the customer and... View Details
    • 15 May 2018
    • News

    Spreading the Safety Net

    paid sick leave and the flexibility to work from home, or even abroad. Our hourly employees, working in Rent the Runway’s warehouse, on the customer service team and in our retail stores, had to face life events like caring for a newborn,... View Details
    • May 1996 (Revised November 2018)
    • Case

    Ecolab, Inc.

    By: Ashish Nanda
    By 1993, Ecolab has established a dominant market position in the institutional cleaning industry. As the company’s principal competitor, Diversify, drives sales aggressively, Ecolab president Al Schuman faces a choice about how best to market Ecolab’s offerings.... View Details
    Keywords: Customer Relationship Management; Employees; Retention; Marketing Strategy; Risk Management; Service Industry
    Related
    • 01 Sep 2013
    • News

    Passion & Purpose

    employees in 28 offices. The company, with an industry-high 99 percent customer retention rate, regularly receives awards for its customer service. Roger W. Sant, MBA 1960... View Details
    Keywords: awards; Finance; Computer Systems Design and Related Services; Professional Services; Management, Scientific, and Technical Consulting Services; Professional Services
    • 01 Mar 2006
    • News

    Back to School

    resources department from a paper-pushing backwater to an entity that is strategically incorporated into the district’s overall mission. “One observation that we made early in PELP is that school systems have essentially not changed their personnel practices around... View Details
    Keywords: Julia Hanna; Colleges, Universities, and Professional Schools; Educational Services; Elementary and Secondary Schools; Educational Services
    • 06 May 2002
    • What Do You Think?

    What’s Driving the “New Marketing?”

    value. This work focuses on gaining the "permission" of customers to sell to them, customer retention and loyalty, the capture of lifetime value, and marketing... View Details
    Keywords: by James Heskett
    • 21 May 2007
    • Research & Ideas

    Fixing the Marketing-CEO Disconnect

    aren't very helpful. Indeed, popular metrics such as customer satisfaction, acquisition, and retention have turned out to be very poor indicators of customers' true perceptions or the success of marketing... View Details
    Keywords: by Sean Silverthorne
    • 01 Jun 2016
    • News

    Feedback

    design a similar program where its cards can be given to frequent-fliers or very high-value customers to drive retention and repurchase for the client company. —Andy Kaplan (MBA 1978) via alumni.hbs.edu View Details