Customer Service - Publications - Faculty & Research

16 Oct 2019
Research & Ideas

Read Our Most Popular Stories of the Quarter

great customer service is no longer the responsibility of just one department. Creating the customer-centric organization. (12,182 visits) What Machine Learning Teaches Us about CEO Leadership Style... View Details

Keywords: by Sean Silverthorne

July 2002 (Revised August 2003)
Case

Unilever Superannuation Fund vs. Merrill Lynch, The

By: Andre F. Perold and Joshua Musher

In 2001, the Unilever Superannuation Fund sued Merrill Lynch for damages of 130 million British pounds. Over the period 1977 to 1998, the Unilever Fund had significantly underperformed the benchmark, and its trustees contended that the poor returns resulted from... View Details

Keywords: Investment; Lawsuits and Litigation; Performance Evaluation; Agreements and Arrangements; Customer Relationship Management; Risk and Uncertainty; Asset Management; Risk Management; Legal Liability; Financial Services Industry; United Kingdom

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Related Collections - A Chronicle of the China Trade

scenes related to maritime affairs. The holdings also include original reports of the Chinese Maritime Customs Service as well as catalogues of Chinese products displayed in international expositions.... View Details

02 Apr 2015
Research & Ideas

Digital Initiative Summit: Freeing Patient Data to Enable Innovation

customer experience is so poor across the health care industry. "Employers do. So there's no real driver for quality." Hsiang (HBS MBA 2010), a health data advisor for the White House's US Digital Service... View Details

Keywords: Re: Karim R. Lakhani; Health

01 Feb 1999
News

Entrepreneurs Speak at HBS

companies with estimated annual revenues of $4 billion, is one of the world's most colorful business leaders. His oft-repeated message: "If your business isn't fun, it's ultimately going to be worthless to you." From its airline to financial View Details

12 Mar 2024
Blog Post

IFC India: Electric Mobility in India

pronounced push for EV requirements and a shorter payback cycle help expedite Log9's adoption and product expansion. Additionally, large domestic incumbents producing competitive batteries focus on the personal mobility sector, leaving room for Log9 to differentiate... View Details

29 Feb 2016
HBS Case

Bigbelly's Big Bet on the Digital Trash Can

self-compacting solution to keep streets clean. Last year, however, the Massachusetts-based company’s CEO shared plans to change its business model from selling a product—waste and recycling stations—to selling a subscription-based View Details

Keywords: by Michael Blanding; Energy

01 Jun 2024
News

Case Study: Ready for an Upgrade

go-to-market process has been a tad complicated. But by this point Stell has a solid foundation, having secured initial funding and landed a few customers. With their robust feedback, those customers have helped Stell hone its ideal View Details

Keywords: Jen McFarland Flint; Computer Systems Design and Related Services; Computer Systems Design and Related Services

23 Sep 2021
News

Confronting Sustainability in Business; Pro-Bono Consulting for Black-Owned Companies

then finally seeing the outcomes. “Measuring the impact of our actions on the environment, employees, and customers is becoming increasingly important,” Serafeim says. ”With impact-weighted accounts, we have the opportunity to redefine... View Details

Keywords: Margie Kelley

30 Nov 2017
News

Happy Meals (Are Here Again)

orders and have them delivered to their tables—a service often performed by managers. “Now when I see a customer talking to a manager, it’s a good thing,” says Karavites, smiling. Traditionally, the bank of... View Details

Keywords: Dan Morrell; photographed by Saverio Truglia

February 2021 (Revised March 2021)
Case

AptDeco: Circular Economy Furniture Marketplace

By: Ayelet Israeli and Jamie Merkrebs

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 billion furniture market, despite its... View Details

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15 Mar 2024
News

Hungry for Change

As a management consultant at Kurt Salmon, Kate Flynn (MBA 2012) often worked with clients in the packaged food industry. She saw customers asking for healthier and more sustainable foods, and she herself was seeking better options. From that hunger, Sun & Swell was... View Details

25 Sep 2019
News

Leading the Evolution of E-Commerce

$1 billion. In 2017, when Fleiss left, it had 6 million customers and $100 million in revenues. It was time to try something new. That something new became Jetblack, a text-to-shop service that Fleiss... View Details

Keywords: ecommerce; work-life balance; entrepreneurship; Retail Trade

01 Oct 2001
What Do You Think?

Will Information Technology Really Turn Organizations Upside Down This Time?

do you think? Original Article Periodically, somebody comes up with the idea of turning the organization upside down, with the customer on top. Those serving customers in the frontline come next, and top... View Details

Keywords: by James Heskett

Profile

Tuce Zengin Van den Eynde

says Tuce, “going from a huge company to one with just thirteen shops. You can see how everything is related: marketing, operations, government relations, finance.” Ultimately, Tuce’s team advised the stand operator, based on numerous View Details

Keywords: Other Financial Services; Other Financial Services

26 Aug 2016
News

Improving Wellness Through Better Nutrition

diseases—heart disease, renal disease, celiac, diabetes, cancer—are influenced by the food we eat,” Burrough notes. By providing freshly made meals with ingredients customized to meet specific nutritional needs, Mom’s Meals helps seniors... View Details

01 Apr 1998
News

New Releases

capacity, and identify where improvements in quality and productivity will have the highest payoffs. The authors reveal how managers can conduct fact-based negotiations with customers and suppliers - concerning price, product features,... View Details

01 Jun 1999
News

A Random Sampling of HBS Graduates in the News

who spend a lot of time in their cars. Recently, Chen and Searle began market tests for *CD ("Star CD"), their new cellular-phone service that identifies songs and artists for listeners who call wanting to know more about the music... View Details

Keywords: Nancy O. Perry

01 Sep 2014
News

Afghanistan’s Hope and Light

Hekmatullah Ebrahimkhil prays next to a network tower on a hill overlooking Qargha Lake, outside Kabul. Ebrahimkhil is helping his father guard and service one of the mobile communication towers on the hill—part of an innovative community... View Details

Keywords: Julia Hanna

11 Apr 2007
Research & Ideas

Adding Time to Activity-Based Costing

suppliers and customers to reduce demands on capacity throughout the supply chain, introducing menu-based pricing in which customers pay for the features and services they use,... View Details

Keywords: by Sarah Jane Gilbert

Publications