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- All HBS Web (312)
- Faculty Publications (146)
Show Results For
- All HBS Web (312)
- Faculty Publications (146)
- June 2009
- Teaching Note
Online Restaurant Promotions
By: Benjamin Edelman
Teaching Note for [909034]. View Details
- Article
Are You Really Innovating Around Your Customers' Needs?
By: Sunil Gupta
Every company believes it is customer-centric. However, most of them are product- and service-centric first, focusing on how to enhance their offerings rather than putting themselves in their customers’ shoes. To come up with truly innovative customer-centric ideas,... View Details
Gupta, Sunil. "Are You Really Innovating Around Your Customers' Needs?" Harvard Business Review (website) (October 1, 2020).
- December 2009
- Article
Closing the Customer Feedback Loop
By: Rob Markey, Fred Reichheld and Andreas Dullweber
Realizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that... View Details
Keywords: Customer Centric Initiative; Customer Satisfaction; Customer Focus and Relationships; Customer Value and Value Chain
Markey, Rob, Fred Reichheld, and Andreas Dullweber. "Closing the Customer Feedback Loop." Harvard Business Review 87, no. 12 (December 2009): 43–47.
- 26 Jan 2016
- First Look
January 26, 2016
service excellence, the case provides an insurance context in which to explore the link between customer satisfaction and competitive performance, and it challenges the students to ponder the extent of the View Details
Keywords: Sean Silverthorne
- 16 Sep 2015
- News
Rethink pricing to create shared—and expanded—value
revenue and increased consumer satisfaction and loyalty. First, focus on relationships rather than transactions (see customers as “people, not wallets”). Be proactive by setting prices that benefit both the... View Details
- 01 Apr 2002
- News
Professorship Brings Brierley's HBS Connection Full Circle
Management. The company soon became one of the nation's foremost database marketing companies, helping hundreds of America's leading membership organizations and nonprofit groups with their fundraising and record-keeping efforts. "In helping charities strengthen their... View Details
- 11 Jan 2000
- Research & Ideas
Calling All Managers: How to Build a Better Call Center
of an organization," they continue. "How well a business is able to manage and implement the service delivery process has a direct effect on retention of existing clients, and can have a significant impact on acquiring new business. The result is that View Details
- 01 Mar 2018
- News
Money (Actually) Can Buy Happiness
life, we make these types of decisions with our partners. We have some data now on time-saving purchases and heterosexual couples. The general pattern is that time-saving purchases promote relationship View Details
Keywords: April White
- 21 May 2007
- Research & Ideas
Fixing the Marketing-CEO Disconnect
customer relationship management; not only have the technologies to support CRM changed radically in recent years, but the principles that firms use to serve customers have evolved as well. Q: What are the key challenges in aligning... View Details
Keywords: by Sean Silverthorne
- May 2016 (Revised January 2018)
- Case
Improving Repurchase Rates at zulily
By: Thales Teixeira and Sarah McAra
In February 2015, zulily cofounder and CEO Darrell Cavens faced a major challenge in his business, a Seattle-based daily deals site that catered to moms. The more he spent to acquire new customers, the less he retained them in the form of repeat purchases. This was an... View Details
Keywords: Zulily; Repurchase; E-commerce; Online Shopping; Fashion; Customer Relationship Management; Internet and the Web; Digital Marketing; Customer Satisfaction; Fashion Industry; Retail Industry; Seattle
Teixeira, Thales, and Sarah McAra. "Improving Repurchase Rates at zulily." Harvard Business School Case 516-083, May 2016. (Revised January 2018.)
- 10 Apr 2023
- News
Health Care Systems Need to Better Understand Patients as Consumers
- Research Summary
Overview
By: Rob Markey
Most companies' leaders declare their commitment to delivering value to customers. Many have adopted language such as "customer-centric" or "customer-obsessed." Companies that consistently earn top marks for customer loyalty in their industry deliver total shareholder... View Details
- 14 Mar 2023
- News
8 Best Practices for Creating a Compelling Customer Experience
- 01 Sep 2013
- News
Faculty Opinion: No Magic Bullet
to effectiveness in your current job? Do you take ownership of focusing on those tasks? Character and leadership. Do you speak up and generally act like an owner in your job? Relationships. You won't reach your potential all by yourself. You will need to cultivate... View Details
- 28 Apr 2025
- Blog Post
How to onboard recently graduated MBAs
shared expectations can become more complex.To reduce friction and increase mutual satisfaction in the workplace, Brennan suggests a variety of policies and perspectives that can make onboarding more successful: In-person View Details
Keywords: All Industries
- 04 Mar 2002
- Research & Ideas
Don’t Lose Money With Customers
Investors diligently manage financial portfolios to maximize returns on their assets; yet corporate managers who invariably proclaim their business customers to be "valuable assets" rarely manage their relationships with them... View Details
Keywords: by Peter K. Jacobs
- 25 Jun 2024
- News
On the Move: Alexis DePree (MBA 2007)
chief supply chain officer, following leadership roles at Target and Amazon. What do you like about the retail sector? No two days are ever the same! It’s dynamic and fast-paced, which makes the work exciting and engaging. The ability to directly impact customer View Details
- 01 Jun 2020
- What Do You Think?
Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?
habits are changing with the coronavirus pandemic one they leave Amazon, they may be reluctant to return.” “Bac” expressed the following concern: “Amazon better worry about its relationship with law enforcement and facial recognition... View Details
- 31 Aug 2010
- First Look
First Look: August 31
Furthermore, a third experiment shows that people tend to discount the wrongness of crossing ethical boundaries to hurt or help others when the action restores equity. The Private Equity Advantage: Leveraged Buyout Firms and Relationship... View Details
Keywords: Sean Silverthorne
- 01 Sep 2012
- News
A Silent Workplace Crisis
reduce the stress that worsens health. My tenure as my parents’ caregiver lasted a decade. In time, feelings of frustration, exhaustion, and grief over the loss of work that I loved and the parents I was losing were eventually replaced by a profound View Details