customer service - Publications - Faculty & Research

01 Sep 2024
News

Reduce, Reuse, Recycle

Thirteen years ago, Marcelo Claure, founder of wireless services company Brightstar, discussed with a reluctant Steve Jobs the idea of launching a trade-in and recycling program for iPhones. It was a business move that expanded the market and created a new profit... View Details

Keywords: Jennifer Meyers

01 Mar 2005
News

House of Bread on the Rise

which opened in San Luis Obispo, California, in 1996, was an instant hit, with its open kitchen where customers could watch bakers in action and smell the intoxicating aromas of breads baking all day long. It offered a simple selection of... View Details

Keywords: Margie Kelley; Food Services and Drinking Places; Food Services and Drinking Places

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

01 Dec 2014
News

Making Big Data Fashionable

Principles Áslaug Magnúsdóttir Customizing Couture Online Customizing Couture Online Jamal Motlagh Taking Tailoring High Tech Taking Tailoring High Tech Katrina Lake Dressing by Number Dressing by Number... View Details

Keywords: Christine Lejeune; fashion; Market Research, Photo, Translation, Veterinary and Other Services; Market Research, Photo, Translation, Veterinary and Other Services

Scott D. Cook

Though he was not the first individual to launch a personal finance software company, Cook was the most successful. His focus on easy of use and customer service helped to develop Quicken into one of the... View Details

Keywords: Computers & Electronics

29 Jan 2013
First Look

First Look: Jan. 29

utilize diverse levels of analysis. Paper: http://www.oxfordbibliographies.com/obo/page/management Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services Authors:Clark, Jonathan R., Robert S.... View Details

Keywords: Sean Silverthorne

Profile

James Reinhart

We are now scaling into the $20 millions and need to make sure we’re maintaining a great customer experience on both the buying and selling side at a time where consumers are getting used to on-demand View Details

04 Dec 2000
What Do You Think?

Have We Overdone Deregulation and Privatization?

consumers were that deregulation: (1) unleashes the power of a self-correcting free market (Jeff Struck), giving customers services at prices they are willing to pay and quality levels that they are willing... View Details

Keywords: by James Heskett

01 Sep 2004
News

The Wisdom of Crowds

creating customized Zagat guides for their customers). “And now that I’m back home in New York,” he added, “I can check out all the great new nightspots that opened while I was in Boston.” View Details

Keywords: Food Services and Drinking Places; Food Services and Drinking Places

06 Oct 2003
What Do You Think?

Is “the Innovator’s Solution” to Sustained Corporate Growth an Unnatural Act?

to identify disruptive ideas" which often result from observations of the circumstances in which potential customers "hire" products or services to achieve a result. The catch is that no... View Details

Keywords: by James Heskett

01 Jun 2006
News

NFL Players Hit the Books

Thirty-five NFL players traded their shoulder pads for notepads in late February to participate in an Executive Education program designed by the HBS faculty to help them prepare for careers after football. The NFL Business Management and Entrepreneurial Program... View Details

Keywords: Educational Services; Educational Services

Web

Learn with Baker Library: LSEG Workspace | Baker Library

Help Center Learn with Baker Library: LSEG Workspace Learn With Baker Library is a library service that provides customized e-learning modules covering topics from in-depth database overviews, library... View Details

February 2008 (Revised April 2009)
Case

Citigroup: Re-Branding in 2007 (A)

By: Rohit Deshpandé and Carin-Isabel Knoop

With its history of growth through acquisition, Citigroup has a conglomeration of sub-brands that need to be integrated and rationalized. Ajay Banga, CEO of Citi's Global Consumer Group International, chairs a task force to work through the process of re-branding the... View Details

Keywords: Mergers and Acquisitions; Business Conglomerates; Customer Focus and Relationships; Globalization; Growth Management; Brands and Branding; Organizational Culture; Competitive Strategy; Financial Services Industry

Citation

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October 2001 (Revised November 2002)
Case

Herman Miller(B): Creating Innovation Streams

By: Sandra J. Sucher and Stacy McManus

In 1997, Mike Volkema faced the difficulty of attempting to revitalize a once dynamic organization. Volkema wondered how he could incorporate advances made within subsidiaries, such as Miller SQA's business model innovation, into the company as a whole while also... View Details

Keywords: Innovation and Invention; Innovation and Management; Product Design; Product Development; Product; Supply Chain Management; Business Model; Service Delivery; Customer Value and Value Chain; Manufacturing Industry; Consumer Products Industry

Citation

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22 Sep 2014
Op-Ed

Online Banks Fill Funding Needs for Small Business

scale, these alternative players have the potential to fundamentally change the way in which small businesses access capital, creating greater competition, price transparency, and a better customer experience. Emerging online players are... View Details

Keywords: by Karen Mills; Financial Services; Financial Services

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

Fast Answer

FIELD Global Immersion Resources: Kenya

concepts such as strategy, business models, new product or service development, retail trends, etc. CultureGrams: Republic of Kenya Useful for: Country profile with focus on culture and customs View Details

05 Oct 2010
First Look

First Look: October 5, 2010

Demand: Model and Estimation Methodology Authors:Nathan Craig, Nicole DeHoratius, and Ananth Raman Abstract To set service levels, firms must understand how changes in service affect View Details