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Show Results For
- All HBS Web
(224)
- People (1)
- News (46)
- Research (163)
- Events (1)
- Multimedia (1)
- Faculty Publications (72)
- 01 Oct 1996
- News
The Drive for Excellence: An Interview with Jim Henderson
not-too-distant future. Those kinds of questions were very real for Cummins in the last decade as the company was forced by global competition to undergo considerable change. Amid downsizing and restructuring, how do you maintain the work force View Details
- 25 Aug 2022
- News
Action Plan: Fired Up
fundamental purpose that’s meaningful both to customers and employees,” he says. “You strive to be the best version of your customers.” That goal was relatively easy to attain in his previous role as CEO of the trendsetting headphone... View Details
- 30 Oct 2005
- Research & Ideas
Tuning Jobs to Fit Your Company
units responsible for the costs. Wide spans of support become critically important when customer loyalty is vital to strategy implementation. The more complex and interdependent the job, the more important a... View Details
Keywords: by Robert Simons
- 30 Aug 2004
- Research & Ideas
Mapping Your Board’s Effectiveness
the customer perspective section describes how to generate sales and loyalty from targeted customers. The financial and customer perspectives illustrate the desired outcomes... View Details
Keywords: by Robert S. Kaplan
- 12 Apr 2004
- Research & Ideas
Waking Up a Sleeping Company
choice but to make the Medtronic culture more performance-oriented if we were going to fulfill our mission. Otherwise, we would lose out to more aggressive competitors and never earn the right to serve those patients. ... the organization often rewarded View Details
Keywords: by Bill George
- 29 May 2001
- Research & Ideas
Howard Stevenson on the Lessons of the Internet Era
yes/no decision making; Web-conditioned users who believe "free" is an entitlement; rapid mood swings in markets; and a lack of loyalty among customers and employees. New World, New Expertise In... View Details
Keywords: by 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 View Details
- 15 Jul 2015
- Research & Ideas
Amazon Prime Day: The Logic Behind a Retailer’s Made-up Holiday
revenue for Amazon, in addition to the additional value the online retailing giant gets from the loyalty customers feel once they are enrolled. "THERE IS NO QUESTION THAT PRIME MEMBERS ARE EXTREMELY... View Details
- 01 Jun 2014
- News
Screen Saver
past, we relied on the habitual aspect of moviegoing, with consumers doing all the work. Now we're using social media and our AMC Stubs loyalty program to engage with customers and make it easier as a... View Details
- 01 Apr 1998
- News
Short Takes
development cycles and can't respond in mid-project to changing customer needs. But there's a solution to this dilemma, according to HBS assistant professor Stefan H. Thomke and Donald G. Reinertsen (MBA '79) of Reinertsen & Associates in... View Details
Keywords: Garry Emmons and Caroline Chauncey
- 20 Apr 2016
- Research & Ideas
When CEOs Become Activists
controversial issues like civil rights and climate change? Two, in terms of consumer response, does CEO activism affect customer perceptions about the company? (They recently discussed the paper in the New York Times.) “What prompted this... View Details
- 28 Apr 2020
- Blog Post
A Crash Course in Saving a Family Business
she needs help reaching existing Bean&Bean customers and attracting new ones. For counsel, she turned to Sarah Endline (MBA 2001), an Entrepreneur-in-Residence at the Harvard Innovation Lab (i-lab) and former CEO of sweetriot, a... View Details
- 16 Apr 2001
- Research & Ideas
Brand Power from Wedgwood to Dell: Part One
when he began his own pottery workshop in 1759. Nevertheless, each of the three, she writes, instinctively grasped the fundamentals of earning long-term customer trust and loyalty. Effective brand creation and management have a vital... View Details
Keywords: by Martha Lagace
- 01 Jun 2010
- News
Michael Depatie
about our InTouch loyalty program is that you can customize your preferences. One of our guests, thinking “they never read these things,” wrote that he liked penguins. When he got to his room there were a... View Details
- 22 Feb 2011
- Research & Ideas
The Most Important Management Trends of the (Still Young) Twenty-First Century
perhaps even more importantly, engaging in CSR-activities on a customer-by-customer basis allows firms to calculate a return-on-investment for such activities: Do customers who we involve in our charitable causes "pay us back" with... View Details
Keywords: by Sean Silverthorne
- Profile
Evelyne White
then use that as a basis to go to additional large cities as fast as possible. Get investors and spend heavily. —Ted Gutelius (MBA 1973) Enter medium-sized markets first; they won't support as many businesses so now's the time. That builds a strong, profitable base.... View Details
- 08 Jan 2001
- Research & Ideas
Can Japan Compete? [Part Two]
to intervene in the process of competition and to improve the environment for competition. One of the points you mention in your book is that Japanese corporate practice has encouraged permanent employment. How is employee loyalty... View Details
Keywords: by Martha Lagace & Hilah Geer
- 06 May 2015
- What Do You Think?
Are You Ready for Personalized Predictive Analytics?
remote surveillance of the performance of these products. Predictive analysis applied to humans is now one of the hottest concepts to come along. It is being made possible by a system of customer loyalty... View Details
Keywords: by James Heskett
- 25 Mar 2001
- Research & Ideas
Who Wants to Be an Entrepreneur? [Part II]
reliable, branded beauty services in office parks and hotels, but she focused first on the high-visibility airport market, where customers in transit needed the services she could provide—and might relish them as an alternative to waiting... View Details
Keywords: by John S. Rosenberg
- 01 Dec 2014
- News
Case Study: Growing the Family Business
cleanliness and are staffed with teachers who use a proprietary curriculum to create an educational environment. Customers pay a significant premium for convenience—as much as $13 an hour for infant care versus $4 an hour or less for... View Details