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  • Web

Managing Customers for Growth - Course Catalog

customer lifetime value (LTV), customer-base analysis, and cohort dynamics to inform strategic decision-making. 2. Leveraging Data for Customer Growth: The course explores how... View Details
  • 2011
  • Case

The Haidilao Company

By: F. Warren McFarlan, Zheng Xiaoming and Ziqian Zhao
Haidilao Hot Pot brings customers delightful dining experiences. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped suburban areas. Instilled with the founder's unique entrepreneurial values, they are enthused and... View Details
Keywords: Competitive Strategy; Customer Service; Employee Empowerment; Global Corporate Cultures; Organizational Values; Transformations; China; Restaurants; China
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  • 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
  • 08 Mar 2004
  • Research & Ideas

Creating Value in Your Business Ecosystem

exercise a systemwide role despite being only a small part of their ecosystems' mass. Despite Microsoft's pervasive impact, for example, it remains only a small part of the computing ecosystem. Both its revenue and number of employees represent about 0.05 percent of... View Details
Keywords: by Marco Iansiti & Roy Levien
  • September 2010
  • Supplement

Compass Maritime Services, LLC: Valuing Ships (CW)

By: Benjamin C. Esty and Albert W. Sheen
Tom Roberts, a founding partner of Compass Maritime Services, a New Jersey-based shipping research and consulting firm, has been asked by a new potential customer in May 2008 for advice on purchasing a capesize bulk carrier. After identifying a suitable ship with his... View Details
Keywords: Acquisition; Decisions; Microeconomics; Finance; Price; Management Analysis, Tools, and Techniques; Market Transactions; Partners and Partnerships; Mathematical Methods; Valuation; Consulting Industry; New Jersey
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  • July 2020
  • Article

Reframing Value in a Crisis

By: Frank V. Cespedes and David Hoffeld
Reframing is the process of moving buyers from their current perspective(s) to one that motivates a different response. The current crisis makes this capability more important than ever. View Details
Keywords: Sales; Customers; Perspective; Value; Change; Health Pandemics
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  • 18 Nov 2002
  • Research & Ideas

Where Morals and Profits Meet: The Corporate Value Shift

Harvard Business School professor Lynn S. Paine's new book, Value Shift, argues that companies can't consider themselves amoral or apart from society anymore—that the relationship between companies and society at large necessitates... View Details
Keywords: by Carla Tishler
  • 22 Feb 2021
  • Book

Reaching Today's Omnichannel Customer Takes a New Sales Strategy

others will, and they don't have your best interests at heart. Contrary to conventional wisdom, moreover, value-pricing approaches are more available in many categories, as the examples in my book show. The issue is understanding the relevant unit of View Details
Keywords: by Kristen Senz
  • Web

Online Transforming Customer Experiences Course | HBS Online

Overview Syllabus Enrollment Stories FAQs Enroll Now Key Concepts Design a defined, service-driven value proposition Understand sustainable pricing, the service-profit chain, and customer journeys Motivate... View Details
  • Teaching Interest

Overview

By: Rob Markey

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
  • 06 Dec 2016
  • Working Paper Summaries

Assortment Rotation and the Value of Concealment

Keywords: by Kris Johnson Ferreira and Joel Goh; Retail
  • 02 Feb 2015
  • Research & Ideas

Disruptors Sell What Customers Want and Let Competitors Sell What They Don’t

find a way out, or a company will find a way out for them." A better strategy to follow is "rebalancing," which realigns a company's activities in such a way that value is claimed by the firm every time the firm creates it. Best Buy has... View Details
Keywords: by Michael Blanding
  • September 2011
  • Article

The Labor Illusion: How Operational Transparency Increases Perceived Value

By: Ryan W. Buell and Michael I. Norton
A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details
Keywords: Internet and the Web; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry
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  • 2011
  • Teaching Note

The Haidilao Company

By: F. Warren McFarlan, Zheng Xiaoming and Ziqian Zhao
Haidilao Hot Pot brings customers delightful dining experiences. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped suburban areas. Instilled with the founder's unique entrepreneurial values, they are enthused and... View Details
Keywords: Competitive Strategy; Customer Service; Employee Empowerment; Global Corporate Cultures; Organizational Values; Transformations; China; Restaurants; China
Related
  • July–August 2013
  • Article

Complementary Goods: Creating, Capturing, and Competing for Value

By: Taylan Yalcin, Elie Ofek, Oded Koenigsberg and Eyal Biyalogorsky
This paper studies the strategic interaction between firms producing strictly complementary products. With strict complements, a consumer derives positive utility only when both products are used together. We show that value-capture and value-creation problems arise... View Details
Keywords: Complementary Goods; Product Development; Royalty Fees; Product Marketing; Competition
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  • 13 Jan 2012
  • Working Paper Summaries

The Impact of Modularity on Intellectual Property and Value Appropriation

Keywords: by Carliss Y. Baldwin & Joachim Henkel
  • 01 Dec 2000
  • News

Core Values Keep Airline Flying High

Good people are essential for success. Keep the product and the process simple. Deliver the most reliable service at the lowest cost. Invest the time to connect with employees and customers. These are the basic tenets fueling the phenomenal success of Southwest... View Details
Keywords: Margie Kelley; Air Transportation; Transportation
  • June 1999 (Revised August 2004)
  • Case

Friendly Fenway Program, The: The Value of Experience Enhancement

By: Stephen A. Greyser
The marketing head of the Boston Red Sox is reviewing the team's "Friendly Fenway" fan satisfaction program. The program is described in the context of the team's on-the-field performance, the ballpark's character, and team marketing and fan-building in general. The... View Details
Keywords: Customer Satisfaction; Revenue; Framework; Management; Marketing Reference Programs; Performance; Boston
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  • Web

Creating Brand Value - Course Catalog

HBS Course Catalog Creating Brand Value Course Number 1925 Assistant Professor Julian de Freitas Spring; Q3; 1.5 credits 14 Sessions Exam Career Focus: This course is designed for students who plan to create, unlock, or invest in View Details
  • 12 Oct 1999
  • Research & Ideas

Value Judgments: Business Ethics Across Borders

the CEO of this collective enterprise was the need to focus the attention of the work force on performance issues. "His task was to create a value system that favors personal accountability, emphasizes product quality, and centers on... View Details
Keywords: by Judith A. Ross