customer service - Publications - Faculty & Research

November 2003 (Revised August 2005)
Case

First Commonwealth Financial Corporation

First Commonwealth Financial Corp., a financial institution in central and southwestern Pennsylvania, implemented the Balanced Scorecard for describing and implementing its new customer-focused strategy. Its founder and chairman decided that the Balanced Scorecard also... View Details

Keywords: Balanced Scorecard; Corporate Strategy; Customers; Corporate Governance; Governing and Advisory Boards; Customer Relationship Management; Executive Compensation; Financial Services Industry; Financial Services Industry; Pennsylvania

Citation

Educators

Purchase

26 Oct 2015
News

Ron Johnson’s Post-Penney’s Rebirth

The November issue of Fast Company has a profile of Ron Johnson (MBA 1984)—former Apple retail guru and JC Penney CEO. Johnson’s now at the helm of a consumer electronics startup, Enjoy, that focuses on personal service interactions with... View Details

Keywords: Electronics and Appliance Stores; Retail Trade

14 Aug 2019
Sharpening Your Skills

The Manager's Guide to Leveraging Disruption

big-brand retailer seems to have survived and even thrived in the apocalyptic retail landscape. What's its secret? Research Papers Executive Education in the Digital Vortex: The Disruption of the Supply LandscapeThe impact of customer... View Details

Keywords: by Sean Silverthorne

18 Oct 2018
Research & Ideas

How to Use Free Shipping as a Competitive Weapon

service through which Zalora customers could purchase an annual membership to receive free shipping, similar to the Amazon Prime model. "Our research implies that it is very difficult for the average... View Details

Keywords: by Kristen Senz; Retail

01 Sep 2014
News

New Idea: On-Demand Package Delivery

potential customers on Facebook and LinkedIn, and purchase mover’s dollies to help them make deliveries. The cofounders successfully tested Boxxify throughout April and May in Boston’s Back Bay, where their research showed only 3 percent... View Details

Keywords: Francis Storrs

01 Apr 1997
News

Manager's Notebook

partner is extremely important." Rayport and Hagel envision a new type of service company emerging in which certain firms - which they term "info-mediaries" - serve as trusted liaisons between customers and... View Details

Keywords: Judith Ross

18 Mar 2009
Research & Ideas

Marketing After the Recession

closely to your customers and revise your market segmentation assumptions. Assess your target customers' trust in your brand. Clearly, trust in financial services brands has taken a beating. Many well-known... View Details

Keywords: by John Quelch; Retail

01 Sep 2008
News

Alumni Books

while witnessing the end of the studio system, the development of indepen-dent production, and the rise and fall of some of Hollywood’s most gifted (and notorious) cultural icons. Satisfied Customers Tell Three Friends, Angry View Details

Keywords: Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services

01 Apr 2002
News

Student Conferences Spark Discussion, Promote Interaction

we think about everything," he remarked. "Information technology has to march in lockstep with business," agreed Verizon CIO Shaygan Kheradpir. Software that automates complex transactions and expanding customer View Details

Keywords: H Naylor Fitzhugh; Educational Services; Educational Services

Web

Departments | Employment

Services, and Curriculum Services) Business Operations Executive Office Information Management Services ( Analytics, Taxonomy, Search, Data Management) Information Products Team (Working Knowledge, eBaker, Baker Library|Bloomberg Center... View Details

01 Sep 2004
News

A Market-Based Prescription

and nephrologist. In a focused factory, all these resources are integrated. These diabetic specialists jointly develop treatment protocols and pricing. Together, they offer a full range of services View Details

Keywords: Deborah E. Blagg; Educational Services; Educational Services; Educational Services

21 Jul 2023
Blog Post

Malcolm McClain (MBA/MPP 2023) Named First RISE Career Fellow

historically distressed communities nationwide. He later served as an HBS Rock Center for Entrepreneurship Summer Fellow, working to address the labor shortage within the restaurant industry, developing service models to protect and... View Details

Keywords: Nonprofit / Government

01 Sep 2005
News

Business Plan Contest Has Many Winners

fashionable and custom-fitted bras to fuller-sized customers and the 85 percent of women who wear the wrong size. In the social enterprise track, the winner was India Info Village, a team featuring Rita Singh (MBA ’05) and several other... View Details

Keywords: Educational Services; Educational Services

01 Dec 2017
News

Case Study: The Doctor Deficit

market for medical services there is almost no risk of being swept by “winner takes all.” Every regional market will have to be sold individually, so there is ample time to build up the business. The real challenge will be getting... View Details

Keywords: April White

05 Aug 2015
News

Mobilizing the Public to Fight Bribery

Philippines to educate its 300,000 members about which government services customers shouldn’t be forced to pay for, such as health care and education. Bantay is also looking to widen its impact by reaching... View Details

Keywords: Constantine von Hoffman; Executive, Legislative, and Other General Government Support; Government

01 Mar 2009
News

Your Taxi Is Waiting

was witnessing the inaugural flight of Blink, a European air-taxi service they had first conceived of while students at the School. The scene didn’t offer much drama — just another small plane taking off from the thousands of regional... View Details

Keywords: Julia Hanna; Air Transportation; Transportation

Web

IT Strategy: The Future of the Web at HBS | Information Technology

using an outdated, highly customized platform. Web publishing often requires coding skills, and as a result, many web content update requests go through IT Web Services for execution, creating a bottleneck.... View Details

01 Apr 2002
News

Professorship Brings Brierley's HBS Connection Full Circle

members, Epsilon engineered many of the ‘customer relationship' techniques that make today's customer loyalty programs so successful," says Brierley, who served as Epsilon's president and CEO for its first ten years. In 1980, serving... View Details

Keywords: Charles M. Williams; Epsilon Data Management; Computer Systems Design and Related Services; Computer Systems Design and Related Services

11 Oct 2004
Research & Ideas

Four Ways to Create Lasting Change

CEO and his team. Q: What caused the failure of Alpha's first attempt at a customer service initiative in the early 1990s? A: Initially, the first CSE [Customer Service... View Details

Keywords: by Martha Lagace

07 May 2013
First Look

First Look: May 7

and the concentration of the certification industry. We also analyze the possibility that certifiers opt for a quick turnaround time at the expense of a lower accuracy. Finally, we investigate the opportunity of regulating transparency. Working Papers How Do View Details

Keywords: Carmen Nobel

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