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Show Results For
- All HBS Web
(363)
- News (79)
- Research (260)
- Events (1)
- Multimedia (2)
- Faculty Publications (38)
- 21 Mar 2004
- Research & Ideas
Loyalty: Don’t Give Away the Store
Frequent shopping programs that reward customers with discounts or other perks are commonplace in grocery stores, but many are not as effective in influencing buying behavior as they could be, argues HBS... View Details
- 19 Sep 2016
- Research & Ideas
Why Isn't Business Research More Relevant to Business Practitioners?
journals. “Academic research can be helpful, but it tends to be overly complex, hard to digest, and not backed by real quantitative insights from customer populations or engagements,” says Neale-May, executive director of the Chief... View Details
- 01 Feb 2002
- News
It's academic. (Not!)
background, and they have a good idea of what they want to do with that experience when they get here." The flexibility and freedom of academia has an entrepreneurial appeal that is extremely rewarding for those who want to set their own... View Details
- Web
2024 Reunion Presentations - Alumni
a software company that encourages households to reduce their energy consumption. From Opower's earliest days, its managers utilized experiments to amplify their environmental impact and enhance customer value. We will revisit some of... View Details
- 17 Apr 2017
- HBS Case
This Turkish Debt Collector Is Customer-friendly
requires a total change in organizational identity. Moving from an environment that is adversarial to one that is co-creating value with customers requires a company to carefully coordinate systemic changes in many areas—from defining its... View Details
- 15 Aug 2011
- Research & Ideas
A New Model for Business: The Museum
along with companies like Apple, Facebook, and Progressive Insurance, is a leading example of firms that are thinking about customers in a new way—much like how a museum curator orchestrates the experience of patrons. Weaver, an assistant... View Details
Keywords: by Carmen Nobel
- 02 Jun 2014
- Research & Ideas
Secrets to a Successful Social Media Strategy
that companies adopt two different approaches. The first approach, which he terms "digital strategy on social platforms," uses social media to broadcast commercial messages and seek customer feedback. The second approach, "social strategy... View Details
Keywords: by Carmen Nobel
- 01 Sep 2014
- News
Case Study: Declawing the Competition
in subscriber growth and customer feedback. However, the lucrative market opportunity ($8 billion, growing at 4 percent year-over-year) and the low costs of entry are attracting new competition. New cat-focused subscription boxes have... View Details
- 24 Apr 2014
- News
Improving the service experience requires excellence—but not in everything
Everyone knows what bad service feels like—and that’s something Frances Frei, Professor at HBS, wants to fix. Making the service experience better for everyone, from customers to employees, begins with understanding the services View Details
- 12 Dec 2017
- News
Hal (MBA 1968) and Diane Brierley
embarked on a path that would lead him to become a pioneer in database marketing and customer engagement. While working as a research assistant at HBS after graduation, Brierley agreed to help the headquarters of his undergraduate... View Details
- 08 Jul 2014
- First Look
First Look: July 8
findings. First, non-financial rewards are more effective at eliciting effort than either financial rewards or the volunteer contract and are also the most cost-effective of the four schemes. Second,... View Details
Keywords: Carmen Nobel
- 26 Feb 2019
- Blog Post
Forget Cash. Here Are Better Ways to Motivate Employees
types of work Cash rewards are best suited as a motivator for work that is measured quantitatively, Whillans says. Many studies of the service and sales industries show that cash rewards lead to increased... View Details
Keywords: All Industries
- 17 Dec 2015
- News
Field 2 Gives Students Hands-On Exposure To Business Practices In Malaysia
BCARD, a lifestyle and brand-focused rewards program, but executives were uncertain about the card’s effectiveness. When the students interviewed customers about their use of the card, they discovered that... View Details
- 01 Mar 2005
- News
Lighting It Up
used to be a one-season event,” Wilkins noted. “Now most customers want to leave lighting up year-round because it signifies a special event.” Wilkins is excited by the prospect that more American cities may come to look like Hong Kong... View Details
- 01 Dec 2003
- News
An Authentic Leader
revenues were less than $750 million. In short order, he became CEO and chairman. When he retired at age 59 in 2001, the company employed 28,000 and revenues exceeded $6.7 billion. George attributes the company’s success to maintaining an uncompromised devotion to... View Details
- 01 Sep 2008
- News
Faculty Books
Service Profit Chain to Work for Unbeatable Competitive Advantage by James L. Heskett, W. Earl Sasser, and Joe Wheeler (Harvard Business Press) The authors extend their earlier idea of a service-profit chain improving performance to View Details
- 01 Dec 2020
- News
Invest in the New Abnormal
need to adjust to the new reality that customers prefer not to come into their stores. B2C firms must enhance their delivery and pickup options and provide incentives [such as rewards points for using a... View Details
- 13 Aug 2018
- Blog Post
Following My Dream: Launching a Venture
HBS professor advised me to begin my project by asking companies to pay smoodi to come to their offices and prepare customized smoothies for the employees. The idea was that if I couldn’t gain money this way, a machine would never work.... View Details
Keywords: Entrepreneurship
- 18 Jun 2001
- Research & Ideas
Tech Investment the Wise Way
potential value of new technologies by first holding them up against the company's business model.We argue that successful firms tend to interpret the potential value of nascent technologies in the context of the dominant business model already established in the firm.... View Details
- 01 Sep 2024
- News
Reduce, Reuse, Recycle
Thirteen years ago, Marcelo Claure, founder of wireless services company Brightstar, discussed with a reluctant Steve Jobs the idea of launching a trade-in and recycling program for iPhones. It was a business move that expanded the market and created a new profit... View Details
Keywords: Jennifer Meyers