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(5,111)
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- News (1,257)
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- Faculty Publications (1,650)
Show Results For
- All HBS Web
(5,111)
- People (8)
- News (1,257)
- Research (3,059)
- Events (24)
- Multimedia (26)
- Faculty Publications (1,650)
- 2012
- Book
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
By: Frances Frei and Anne Morriss
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance—for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the... View Details
Frei, Frances, and Anne Morriss. Uncommon Service: How to Win by Putting Customers at the Core of Your Business. Cambridge: Harvard Business Review Press, 2012.
- Forthcoming
- Article
Training, Communications Patterns, and Spillovers Inside Organizations
By: Miguel Espinosa and Christopher T. Stanton
This paper examines how training affects productivity across hierarchical layers within organizations. After a randomized training program for frontline employees at a government agency, trained workers' output increased while their requests for managerial assistance... View Details
Keywords: Spillovers; Labor Productivity; Firm Objectives, Organization, And Behavior; Training; Performance Productivity
Espinosa, Miguel, and Christopher T. Stanton. "Training, Communications Patterns, and Spillovers Inside Organizations." Journal of Political Economy (forthcoming).
- Research Summary
Overview
By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details
- 11 Nov 2013
- Research & Ideas
A Smarter Way to Reduce Customer Defections
method should help just about any organization looking to retain customers with discount offers. "I think anywhere where churn is a big deal and companies are spending resources to reduce churn, this will be... View Details
- 30 Mar 2003
- Research & Ideas
How Your Employees and Customers Drive a New Value Profit Chain
and happy customers produce value for investors, makes sense. Why do so many employers fail to follow this logic? Sasser: I'm not sure I would use the word 'happy' unless 'happy' is a synonym for highly satisfied. The key is that View Details
Keywords: by Manda Mahoney
- Research Summary
Customer-Centricity as a Vehicle for Organic Growth
By: Ranjay Gulati
This body of work examines the mechanics of how firms grow profitably in commoditizing markets. Underlying the "customer-centricity" that many firms embrace today is a factor that will determine their success with this effort: enabling collaboration across... View Details
- Web
Managing Customers for Growth - Course Catalog
HBS Course Catalog Managing Customers for Growth Course Number 1965 Professor Eva Ascarza Fall; Q2; 1.5 credits 14 Sessions Project Overview: Without customers, there is no business! Managing Customers for... View Details
- 10 Sep 2021
- News
Human or Computer? Who’s Really Helping You With Customer Service?
- September 2000
- Background Note
Professional Services Module Four: Managing the Organization Through Processes
By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
Focuses on how the internal processes connect strategy with implementation. View Details
DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Four: Managing the Organization Through Processes." Harvard Business School Background Note 801-010, September 2000.
- March 2007
- Teaching Note
Understanding Customer Profitability at Charles Schwab (TN)
By: Francisco de Asis Martinez-Jerez
Teaching note to 106002. View Details
- 21 Jan 2011
- Working Paper Summaries
Learning from Customers in Outsourcing: Individual and Organizational Effects
- 14 Mar 2023
- Blog Post
How Inclusive Managers Create Glass-Shattering Organizations
Unless men embrace their role in eliminating gender bias and barriers, organizations and institutions will never leverage the value that women bring to the workplace. “Most positions of power are still held by men,” says Colleen Ammerman,... View Details
- August 2021
- Case
Livongo: Scaling a Purpose-Driven Organization in Healthcare
By: Ranjay Gulati, Aseem Shukla and Reva Nohria
When seasoned entrepreneur Glen Tullman founded the chronic health care startup Livongo in 2014, it was personal. His son lived with diabetes, and Tullman knew firsthand how taxing it could be to manage such an unrelenting disease. Livongo set out to empower people... View Details
Keywords: Healthcare Industry; Scaling; Telehealth; Health Care and Treatment; Small Business; Internet and the Web; Customer Focus and Relationships; Growth and Development Strategy; Opportunities; Mergers and Acquisitions; Health Industry
Gulati, Ranjay, Aseem Shukla, and Reva Nohria. "Livongo: Scaling a Purpose-Driven Organization in Healthcare." Harvard Business School Case 422-017, August 2021.
- Web
Negotiation, Organizations & Markets - Faculty & Research
Negotiation, Organizations & Markets Overview Faculty Curriculum Seminars & Conferences Awards & Honors Doctoral Students May 2025 Article Punitive but Discerning: Reputation Can Fuel Ambiguously-Deserved Punishment, but Does Not Erode... View Details
- Web
Building Trusted Organizations - Course Catalog
HBS Course Catalog Building Trusted Organizations Course Number 1825 Professor of Management Practice Sandra Sucher Fall; Q2; 1.5 credits Overview Trust is the foundation of every meaningful relationship—personal and professional. We see... View Details
- 21 May 2014
- News
Target Will Recover as It Keeps Customers
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer Data—Use It
Future (Currency/Doubleday), focuses on share of customer: Using the insights about what makes your most loyal customers different to maximize the value of those relationships. By the end of the decade, many... View Details
Keywords: by Jean Ayers