Customer Service - Publications - Faculty & Research

05 Aug 2002
What Do You Think?

Is Platform Leadership Old Hat or the Wave of the Future?

what extent does platform leadership help or hinder the development of such ideas? Do our anti-trust laws adequately address the issue of platform leaders and their behaviors? Platform leadership requires ingenuity, a strong customer... View Details

Keywords: by James Heskett

01 Sep 2009
News

E Ink’s Wild Ride

percent a year and is poised on the cusp of enormous change. In June, Prime View International (PVI) signed an agreement to acquire E Ink for about $215 million. Based in Taipei, Taiwan, PVI is E Ink’s largest customer and the world’s... View Details

Keywords: Julia Hanna; e-books; e-reading; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services

Profile

Shana Hoffman

Morton, MBA 2014, a student who shared her interests in health care and technology. “We did a whiteboarding session at the i-lab for an hour and came out with an early form of CareSolver.” Conceived as an online service platform,... View Details

01 Feb 1999
News

Entrepreneurs Speak at HBS

companies with estimated annual revenues of $4 billion, is one of the world's most colorful business leaders. His oft-repeated message: "If your business isn't fun, it's ultimately going to be worthless to you." From its airline to financial View Details

05 Jul 2006
Research & Ideas

Reinventing the Dowdy Savings Bond

exclude customers without Internet access or a bank account. That strikes me as a relatively small investment to make for a relatively large number of individuals. Tufano suggests a few adjustments to "reinvent" the savings bond... View Details

Keywords: by Julia Hanna; Financial Services; Financial Services

01 Apr 2002
News

HBS Press Books in Brief

HBS Press Books in Brief Total Access: Giving Customers What They Want in an Anytime, Anywhere World. Regis McKenna, the renowned "father of high-tech marketing," sets forth a new marketing paradigm in which machines and networks do most... View Details

Keywords: Educational Services; Educational Services

01 Dec 2007
News

Rediscovering America

a path to success in many schools. What business could survive if it didn’t have the resources to buy supplies and attract and retain quality employees? What retail store could motivate customers in a dingy, outmoded building where even... View Details

Keywords: Deborah Blagg; Educational Services; Educational Services

January 2018 (Revised August 2020)
Background Note

Continuous Software Development: Agile's Successor

By: Jeffrey J. Bussgang, Samuel Clemens and Olivia Hull

In recent years, the twin software development methodologies of continuous delivery and continuous deployment have risen to prominence in the start-up world and beyond. These methods have enabled technology companies large and small to accelerate their product... View Details

Citation

Educators

Purchase

01 Jun 2011
News

Walking the TalkTalk

challenges.” She embraced a formidable task in 2010 when, with years of experience at supermarket chains Sainsbury’s and Tesco but none in telecom, she became CEO of TalkTalk, which supplies telephone and broadband services to more than 4... View Details

Keywords: Telecommunications; Information; Food and Beverage Stores; Retail Trade

01 Apr 1998
News

New Releases

capacity, and identify where improvements in quality and productivity will have the highest payoffs. The authors reveal how managers can conduct fact-based negotiations with customers and suppliers - concerning price, product features,... View Details

03 Mar 2014
Blog Post

Align Your Social Media and Recruiting Strategies

boomerang hiring. Create a group on LinkedIn for former employees who want to stay connected to your organization and invite them to participate in recruiting events for your firm. Create a Customer Service... View Details

27 Apr 2009
Research & Ideas

Building Businesses in Turbulent Times

when searching for opportunity—look to the marketplace. Think of the economic crisis as a disrupter to the status quo and look for areas of pain. For example, the financial services industry is in shambles, yet pockets of opportunity... View Details

Keywords: by Staff

01 Jul 2008
First Look

First Look: July 1, 2008

merger with a relatively small trust company, Canada Trust, which was known for exceptional customer service. To assuage the concerns of regulators, consumer groups, and newly acquired customers, TD Bank made several public pronouncements... View Details

Keywords: Martha Lagace

01 Jun 1999
News

A Random Sampling of HBS Graduates in the News

who spend a lot of time in their cars. Recently, Chen and Searle began market tests for *CD ("Star CD"), their new cellular-phone service that identifies songs and artists for listeners who call wanting to know more about the music... View Details

Keywords: Nancy O. Perry

01 Sep 2020
News

Saving Grace

fees to service and administrative charges and investment and withdrawal penalties. Chapman is not alone in his struggle to make sense of a murky system, though his career probably gave him a leg up on the average pensioner—a growing... View Details

Keywords: Jen McFarland Flint

01 Mar 2013
News

A Healthy Profit

of Antares is to harness the power of private enterprise to promote public health." As part of its research and educational activity, Antares deploys joint HBS and HSPH student field-study teams around the world to work with health products and View Details

Keywords: Garry Emmons; Educational Services; Educational Services; Educational Services

13 Nov 2012
First Look

First Look: November 13

813-019 The case centers on the dilemma faced by Carlo Fontana, the owner-operator of a small chain of two four-star urban hotels located in Lugano, Switzerland, and the other in Milan, Italy. Having developed an extensive customer View Details

Keywords: Sean Silverthorne

31 Jul 2012
First Look

First Look: July 31

common to both the "tricks" that awe a spellbound audience and what companies need to do to give customers unforgettable product and service experiences. Purchase this... View Details

Keywords: Carmen Nobel

11 Oct 2022
Research & Ideas

Shrinking the Racial Wealth Gap, One Mortgage at a Time

Taints Customer Service: Evidence from 6,000 Hotels A World of Difference: What Keeps Companies from Becoming More Inclusive Measuring the Perceived Liquidity of the Corporate Bond Market Feedback or ideas to share? Email the Working... View Details

Keywords: by Rachel Layne; Financial Services

28 Jun 2011
News

Beyond Case Writing

policy, officials asked Ashraf to conduct research on how to change men’s preferences for having more children. “So I’m piloting projects on that right now,” she said. Ashraf is one of a small number of HBS faculty who pursue experimental field research. For her, it’s... View Details

Keywords: Roger Thompson; Educational Services; Educational Services; Educational Services; Educational Services

Publications