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- All HBS Web (193)
- Faculty Publications (97)
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- All HBS Web (193)
- Faculty Publications (97)
- 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
- 14 Nov 2016
- Op-Ed
5 Lessons I Hope Marketers Don’t Learn from Donald Trump
dreams of consumers, because a brand that’s built on such appeals will find it hard to grow to be a source of pride. Apparently misogyny, xenophobia, and contempt for the disabled have worked as customer acquisition tools for soon-to-be... View Details
Keywords: by John A. Deighton
- 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
- 22 Aug 2017
- First Look
First Look at New Research and Ideas, August 23
forget more than 80% of the information they were taught within 90 days. To increase retention and effectiveness, companies should offer reps additional training at times of need, provide them with access to supplemental material that... View Details
Keywords: 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
- 18 Sep 2012
- First Look
First Look: September 18
initial socialization focused on personal identity (emphasizing newcomers' authentic best selves) led to greater customer satisfaction and employee retention after six months, compared to (a) socialization... View Details
Keywords: Sean Silverthorne
- Web
Digital Marketing & AI Workshop - Course Catalog
on AI-driven marketing efficiency, students will explore how emerging tools can accelerate customer acquisition and retention while optimizing costs. Ideal for students pursuing careers in consumer... View Details
- 11 Sep 2000
- Research & Ideas
Riding the Internet Fast Track
Finally, if the ease of customer retention is high, early investment in customer acquisition can pay dividends over a longtime horizon. For example, Web users find changing... View Details
Keywords: by Peter Jacobs
- 20 Dec 2022
- Blog Post
7 Resolutions for Recruiting in the New Year
retaining, and developing talent who bring different perspectives, varied skills, and unique life experiences.Resolve to do a talent audit. Is your senior leadership representative of your full team and the customers you serve, across... View Details
Keywords: All Industries
- February 2022
- Teaching Note
AptDeco: Circular Economy Furniture Marketplace
By: Ayelet Israeli
Teaching Note for HBS Case No. 521-069. AptDeco, a used furniture marketplace, was growing rapidly in the tri-state area. The co-founders were confident that the business model, financial position, and unit economics positioned AptDeco for scaling in the massive $120... View Details
Keywords: E-Commerce Strategy; Mobile; Word-of-Mouth; Word Of Mouth; Word-of-mouth Marketing; Internet Marketing; Growth Strategy; Platform; Platforms; Two Sided Markets; Two-sided Market; Two-sided Marketplace; Two-Sided Markets; Two-sided Network; Black Entrepreneurs; Black Leadership; African Americans; African-American Protagonist; Circular; Peer-to-peer Markets; Furniture Industry; Growth Hacking; Monetization Strategy; Growth Management; Marketing Strategy; Entrepreneurship; Digital Platforms; Marketing Channels; Digital Marketing; Consumer Behavior; Acquisition; Retention; Growth and Development Strategy; Customer Focus and Relationships; Expansion; Brands and Branding; E-commerce; Retail Industry; Consumer Products Industry; Technology Industry; Web Services Industry; United States; North America; New York (city, NY); New York (state, US)
- 19 Apr 2011
- First Look
First Look: April 19
the drivers of customer churn and uncover opportunities to increase customer retention across the customer selection, selling, and training... View Details
Keywords: Sean Silverthorne
- 01 Feb 1997
- News
OPM Celebrates 21st Anniversary at Gala Florida Reunion
H. Schiff Professor of Investment Banking. Drawing on his extensive research on a subject he calls his "passion" - customer loyalty - Sasser led a lively discussion on the topic of customer View Details
- 29 Sep 2009
- First Look
First Look: September 29
would acting in time, i.e., not waiting until politics demands action, make a difference? What should our policy actually be? We need to get energy policy right this time—Gallagher and her colleagues help lead the way. The Cost Structure, View Details
Keywords: Martha Lagace
- 19 Jan 2011
- First Look
First Look: Jan. 18
under the Hood: Wealth-based Discrimination in Illicit Customer Help Authors:F. Gino and L. Pierce Publication:Organization Science 21, no. 6 (November-December 2010) Abstract This paper investigates whether an employee's perception of... View Details
Keywords: Sean Silverthorne
- 30 Dec 2013
- Research & Ideas
Most Popular Articles of 2013
Lemmens and Sunil Gupta provides a novel method for determining which customers to target in order to maximize the profit of a retention campaign. The Impact of Patent Wars on Firm Strategy: Evidence from... View Details
Keywords: by Staff
- 06 Aug 2014
- What Do You Think?
What Is Warren Bennis’s Legacy?
an old custom of some kind. Fritz, always gracious, laughed it off and made it a centerpiece of fun during the rest of the party while Warren basked in the notoriety of his deed. Bennis wrote prolifically and well. Much of the writing... View Details
- 06 May 2022
- Blog Post
Career Advice: Starting a Sustainable Startup
amount of information on startups, from financial projections to customer retention metrics, to decide whether a company had a realistic pathway to hypergrowth. As an entrepreneur, my co-founders and I spent... View Details
- 05 Feb 2013
- First Look
First Look: Feb. 5
more likely to adopt new e-business practices only in settings that required little customer investment or where customer capabilities were well aligned with the new technology. Otherwise, leaders' adoption... View Details
Keywords: Sean Silverthorne
- 30 Nov 2018
- What Do You Think?
What’s the Best Administrative Approach to Climate Change?
Summing Up: Should a 'Montreal Protocol' for Administering Global Warming Be Pursued? Climate change and how to manage it is a daunting subject. Nevertheless, several readers of this month’s column were willing to venture a model or two for administering a system... View Details
- 01 Dec 2022
- News
Case Study: Your Call Is Important to Us
custom voice system, which means there’s a whole range of small- and mid-sized businesses that are underserved,” Sambvani says. With Slang.ai, he’s offering mid-market companies access to these more sophisticated tools that can... View Details