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03 Feb 2016
Research & Ideas

The State of Customer Service Leadership

service. And at the same time, they have been shown to register three times the profitability of S&P 500 firms in recent years. Aisner: That’s a perfect lead-in to the next question. In a 1994 Harvard Business Review article, you all... View Details

Keywords: by Jim Aisner; Retail

21 Jan 2013
Research & Ideas

Altruistic Capital: Harnessing Your Employees’ Intrinsic Goodwill

economic theory with field experiments. "Field experiments give you scientific rigor while being close to practice," says. "Unless you really have a bulletproof argument that you can't poke holes in, it's hard to change prior beliefs." Case in point is her research on... View Details

Keywords: by Carmen Nobel

08 Dec 2003
Research & Ideas

Is That Really Your Best Offer?

like to think we can gauge someone's sincerity and commitment by the look in her eyes or the firmness of her handshake. After all, a bargainer who yields to a demand is said to have "blinked." And if we reach agreement, it's... View Details

Keywords: by Michael Wheeler

17 Nov 2020
In Practice

How Retailers Can Thrive in a Shopping Season Like No Other

dramatically improve performance for startups, a setting that is rife with uncertainty and change, something all businesses are feeling acutely at this moment. In this work, we find that startups that adopt A/B testing tools grow faster... View Details

Keywords: by Danielle Kost; Retail

18 Aug 2011
Lessons from the Classroom

Business Plan Contest: 15 Years of Building Better Entrepreneurs

industry by talking to as many people as possible. That was a very good discipline that I still apply," says Machiels, a partner at private equity firm Pegasus Capital Advisors. "I also learned to work with scientists. They're brilliant,... View Details

Keywords: by Julia Hanna; Education

10 Jan 2005
Research & Ideas

Motivation and the Cross-Sector Alliance

cross-sector partnerships in order to improve market positioning. The companies started off with the following question: what are the obstacles hindering corporate performance and how can cross-sector collaborations contribute to... View Details

Keywords: by James Austin, Ezequiel Reficco & SEKN research team