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Show Results For
- All HBS Web
(224)
- People (1)
- News (46)
- Research (163)
- Events (1)
- Multimedia (1)
- Faculty Publications (72)
- 12 Mar 2014
- Lessons from the Classroom
Managing the Family Business: Firing the CEO
Successful family CEOs often have the values, vision, passion for the business and abilities to build loyalty with key owners, customers, suppliers, and the employees that make them the right leaders of their companies, even if they lack... View Details
Rob Gierkink
their customer data collection and digital marketing capabilities through enhancing their existing point-of-sale assets. Index was sold to Strip in April of 2018. Previously Rob was Chairman and CEO of Datalogix which he founded in 2007.... View Details
- 07 Nov 2005
- What Do You Think?
Is Less Becoming More?
what they want and when they don't. . . . In the case of a new cell phone, I don't know what I want. . . . Here's where companies make the mistake of competing on technical features for short-term gains instead of providing customers with... 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... View Details
- 04 Jun 2014
- What Do You Think?
Does Internet Technology Threaten Brand Loyalty?
Summing Up Is the Potential Negative Impact of New Information Technologies on Customer Loyalties Overstated? Customers will remain loyal to brands that meet their needs,... View Details
- 15 Aug 2011
- Research & Ideas
A New Model for Business: The Museum
business practices throughout the organization; and a genuine interest in helping potential customers figure out if what we're selling is right for them. "When you experience this as a customer, the benefits can be huge, and it can create... View Details
Keywords: by Carmen Nobel
- 01 Apr 2002
- News
HBS Press Books in Brief
the Harvard Business Review Paperback Series: Harvard Business Review on Customer Relationship Management. This collection of cutting-edge articles will help organizations understand how to build customer... View Details
- 17 Dec 2015
- News
Field 2 Gives Students Hands-On Exposure To Business Practices In Malaysia
capital as part of FIELD 2, the second module of the required course Field Immersion Experiences for Leadership Development. She and her five teammates helped Groupon Malaysia explore the potential for developing its own loyalty program.... View Details
- 29 Jun 2017
- Research & Ideas
Why Uber Is Worth Saving and How To Do It
receive benefits—a move that would likely build a sense of loyalty toward the company that many of its drivers don’t seem to feel now. “You have drivers who are angry and want benefits, and they’re not loyal to Uber. They’ll work [with... View Details
- 02 Nov 2016
- What Do You Think?
Are Employees Becoming Job 'Renters' Instead of 'Owners'?
already been litigated in the press and before Congressional committees. My interest is in the 5,300 who were fired. Were they fired for cheating to meet goals for customer loyalty (and ironically risking... View Details
Keywords: by James Heskett
- 12 Dec 2017
- News
Hal (MBA 1968) and Diane Brierley
embarked on a path that would lead him to become a pioneer in database marketing and customer engagement. While working as a research assistant at HBS after graduation, Brierley agreed to help the headquarters of his undergraduate... View Details
- Blog
Why Does Your Company Exist?
workforce. Similarly, a deep purpose—proven through actions—can inspire significant customer loyalty and drive stronger long-term relationships with business partners. Should your company transform your... View Details
- 01 Jun 1997
- News
New Releases
a quantifiable set of relationships that directly links profit and growth not only to customer loyalty and satisfaction but to employee loyalty, satisfaction, and productivity. The authors emphasize that... View Details
- 02 Dec 2022
- Blog Post
Why Does Your Company Exist?
workforce. Similarly, a deep purpose—proven through actions—can inspire significant customer loyalty and drive stronger long-term relationships with business partners. Should your company transform your... View Details
Keywords: All Industries
- 09 Jun 2015
- News
Building change from the ground up
was to provide an air-conditioned environment; offer support for customers who couldn’t read or write; and get them in and out of the store in 15 minutes with working service,” Khoja said, noting, “If we treated the Afghans with respect,... View Details
- Web
Creating Brand Value - Course Catalog
aggressively buying consumers’ brand loyalty at the same time they are firing their customers. Customer relationship management (CRM) investments have failed to deliver on their promise and are often hurting... View Details
- 30 Aug 2004
- Research & Ideas
Mapping Your Board’s Effectiveness
the customer perspective section describes how to generate sales and loyalty from targeted customers. The financial and customer perspectives illustrate the desired outcomes... View Details
Keywords: by Robert S. Kaplan
- 25 Aug 2022
- News
Action Plan: Fired Up
fundamental purpose that’s meaningful both to customers and employees,” he says. “You strive to be the best version of your customers.” That goal was relatively easy to attain in his previous role as CEO of the trendsetting headphone... View Details
- 29 May 2001
- Research & Ideas
Howard Stevenson on the Lessons of the Internet Era
yes/no decision making; Web-conditioned users who believe "free" is an entitlement; rapid mood swings in markets; and a lack of loyalty among customers and employees. New World, New Expertise In... View Details
Keywords: by Sean Silverthorne
- 25 Jun 2019
- Research & Ideas
The Powerful Strategic Tool Companies Should Not Try to Control
World Nutella Day a cease-and-desist letter in 2013. The company backed down and eventually embraced this day of honor of its beloved product. Companies devote significant resources to holding focus groups and collecting customer... View Details
Keywords: by Danielle Kost