Customer Satisfaction - Publications - Faculty & Research

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 View Details

Keywords: retail; customer service; supply chain management; career experience; Retail Trade

22 May 2014
News

Your Banker Wants To Know If You Are Pregnant

17 Jul 2015
News

Why Integrated Reporting Makes Sense

26 Jul 2019
News

10 Common-Sense Rules for a Customer-Centric Business Culture

28 Mar 2012
News

The good intentions that will kill your business

27 Dec 2019
News

The Rise of Fertility Startups

01 Feb 2002
News

It's academic. (Not!)

information technology and management, or organizational behavior. That broad range of choices, coupled with the satisfaction of conducting research in the field, generates an extraordinary demand for the handful of available places each... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services

01 Jun 1997
News

New Releases

a quantifiable set of relationships that directly links profit and growth not only to customer loyalty and satisfaction but to employee loyalty, satisfaction, and productivity. The authors emphasize that... View Details

01 Mar 2014
News

Case Study: Gazelle's New Predators

getting lower-cost devices to those who might not otherwise be able to afford them? A $14B market would seem to have ample room for a niche player that focuses on corporate social responsibility while still being profitable." —Allison Sagraves (MBA 1991) "Build on the... View Details

Keywords: ecommerce; Kathy Korman Frey; Telecommunications; Information; News, Library, Internet, and Other Services; Information; Retail Trade

17 Dec 2015
News

Conducting Research That Influences Practice

Tami Kim, a doctoral student at HBS, is conducting research into how the restaurant business could benefit from transparency—literally—by making it possible for chefs and diners to see one another. Her findings on employee and customer... View Details

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

members, Epsilon engineered many of the ‘customer relationship' techniques that make today's customer loyalty programs so successful," says Brierley, who served as Epsilon's president and CEO for its first ten years. In 1980, serving... View Details

Keywords: Charles M. Williams; Epsilon Data Management; Computer Systems Design and Related Services; Professional Services

25 Aug 2022
News

Case Study: Sound Check

improved long-term retention rates. In the early days, it’s best to optimize for product feedback. If it’s easier to sell to smaller customers (with more volume), stick with this segment and treat the feedback as gold. Rapidly iterate... View Details

Keywords: Management, Scientific, and Technical Consulting Services; Professional Services

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10 Ways to Boost Customer Satisfaction

Track Customer Service, but Don't Forget the Financials

When Customers Want to See the Human Behind the Product

Why Companies Should Pay More Attention to Customers Last in Line

4 Strategies to Simplify the Customer Journey

8 Best Practices for Creating a Compelling Customer Experience

For Website Personalization, Simple Is the New Sexy

On the Move: Alexis DePree (MBA 2007)