Filter Results:
(10,207)
Show Results For
- All HBS Web
(10,207)
- People (28)
- News (2,535)
- Research (5,798)
- Events (71)
- Multimedia (100)
- Faculty Publications (3,949)
Show Results For
- All HBS Web
(10,207)
- People (28)
- News (2,535)
- Research (5,798)
- Events (71)
- Multimedia (100)
- Faculty Publications (3,949)
- 19 Oct 2010
- Working Paper Summaries
The Impact of Supply Learning on Customer Demand: Model and Estimation Methodology
- 16 Jan 2006
- Research & Ideas
What Customers Want from Your Products
Marketers have lost the forest for the trees, focusing too much on creating products for narrow demographic segments rather than satisfying needs. Customers want to... View Details
- Article
Focusing on Lone Trees in the Forest: Members' Experience of a Multiple Identity Organization
By: Michel Anteby and Amy Wrzesniewski
Keywords: Employees
Anteby, Michel, and Amy Wrzesniewski. "Focusing on Lone Trees in the Forest: Members' Experience of a Multiple Identity Organization." Academy of Management Annual Meeting Proceedings (2007).
- 20 Sep 2007
- Research & Ideas
How to be a Customer
Harvard Business School professor John Quelch writes a blog on marketing issues, called Marketing Know: How, for Harvard Business Online. It is reprinted on HBS Working Knowledge.99 percent of marketing... View Details
Keywords: by John Quelch
- September 2020
- Article
Customer Supercharging in Experience-Centric Channels
By: David R. Bell, Santiago Gallino and Antonio Moreno
We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging” and... View Details
Keywords: Retail Operations; Marketing-operations Interface; Omnichannel Retailing; Experience Attributes; Quasi-experimental Methods; Operations; Internet and the Web; Marketing Channels; Consumer Behavior; Retail Industry
Bell, David R., Santiago Gallino, and Antonio Moreno. "Customer Supercharging in Experience-Centric Channels." Management Science 66, no. 9 (September 2020).
Customer Supercharging in Experience-Centric Channels
We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging”... View Details
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
School. A book excerpt follows. Sarah Jane Gilbert: Your book focuses on how companies can profit, regardless of market conditions, by immersing themselves in the lives of their customers. Please describe... View Details
- 14 Jul 2003
- Research & Ideas
Keeping Your Balance With Customers
Internet and database software, the customer can now initiate the business transaction, not simply respond to the salesperson's overture. Instead of being on the end of the value chain ("product... View Details
Keywords: by Robert S. Kaplan & David P. Norton
- September 2010 (Revised August 2011)
- Background Note
Pricing, Profits, and Customer Value
By: Frank V. Cespedes, Benson P. Shapiro and Elliot B. Ross
This note discusses how some firms (start-ups and established companies) maximize customer value and profits via their pricing processes. It is aimed at companies that compete on the basis of performance initiatives rather than absolute cost advantages and low price.... View Details
Keywords: Customer Focus and Relationships; Customer Value and Value Chain; Cost; Price; Profit; Performance Effectiveness; Sales; Competitive Strategy
Cespedes, Frank V., Benson P. Shapiro, and Elliot B. Ross. "Pricing, Profits, and Customer Value." Harvard Business School Background Note 811-016, September 2010. (Revised August 2011.)
- May–June 2023
- Article
Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail
By: Santiago Gallino, Nil Karacaoglu and Antonio Moreno
The impact of delays has been widely studied in various offline services. The focus of this study is online services, and we explore the impact of in-process delays—measured by website speed—on customer behavior. We leverage novel retail and website speed data to... View Details
Keywords: Online Retail; Quasi-experiments; Abandonment; Synthetic Control; E-commerce; Internet and the Web; Consumer Behavior; Policy; Retail Industry
Gallino, Santiago, Nil Karacaoglu, and Antonio Moreno. "Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail." Operations Research 71, no. 3 (May–June 2023): 876–894.
- 2006
- Working Paper
The Value of a 'Free' Customer
By: Sunil Gupta, Carl F. Mela and Jose M. Vidal-Sanz
Central to a firm's growth and marketing policy is the revenus and profit potential of its customer assets. As a result, there has been a recent proliferation of work regarding customer lifetime value. However, extant research in this area is silent regarding how to... View Details
Gupta, Sunil, Carl F. Mela, and Jose M. Vidal-Sanz. "The Value of a 'Free' Customer." Harvard Business School Working Paper, No. 07-035, December 2006.
- Research Summary
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
By: W. Earl Sasser
W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details
- 01 Dec 2014
- News
Customizing Couture Online
pieces that really worked for a particular individual were limited,” says Magnúsdóttir, who also cofounded Moda Operandi, a “pretail” site giving customers first access to items straight from the runway. On... View Details
- March 2006 (Revised April 2008)
- Module Note
Conceptualizing the Customer Operating Role
By: Frances X. Frei
The module introduces students to the concept and implications of a customer operating role. Building on the first year operations curriculum in which only employees' and machines' operating roles are considered, it provides the additional perspectives needed to bring... View Details
Keywords: Customers; Performance Efficiency; Perspective; Management Analysis, Tools, and Techniques; Service Operations
Frei, Frances X. "Conceptualizing the Customer Operating Role." Harvard Business School Module Note 606-032, March 2006. (Revised April 2008.)
- Research Summary
Customer Experience Design
By: Stefan H. Thomke
Please contact Professor Thomke for the most current description of his research on simulation and R&D performance and/or copies of research articles (published and working papers). View Details
- July 2021 (Revised October 2021)
- Case
Allianz Customer Centricity: Is Simplicity the Way Forward?
By: Eva Ascarza and Emilie Billaud
This case explores the tradeoffs between product personalization and simplicity as companies grow. The case presents an opportunity to understand whether and how each of these approaches enables and/or limits companies’ abilities to provide customer satisfaction while... View Details
Keywords: Simplicity; Customer Focus and Relationships; Customization and Personalization; Customer Satisfaction; Performance Efficiency; Strategy; Insurance Industry; Europe; Germany
Ascarza, Eva, and Emilie Billaud. "Allianz Customer Centricity: Is Simplicity the Way Forward?" Harvard Business School Case 522-008, July 2021. (Revised October 2021.)
- 17 Nov 2020
- Video
New Founder Series: Customer Discovery
- 17 Dec 2018
- News
Proven Skincare's Ming Zhao on Applying AI to Customized Cosmetics
- 04 Mar 2002
- Research & Ideas
Don’t Lose Money With Customers
relationships with the short- and long-run benefits that each generates will help companies make informed decisions about how to serve their customers more profitably in the future. Probing The Process Working with several other scholars,... View Details
Keywords: by Peter K. Jacobs