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- All HBS Web
(2,141)
- News (334)
- Research (1,426)
- Events (1)
- Multimedia (6)
- Faculty Publications (626)
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- 19 Feb 2019
- News
Unlocking the Customer Value Chain
- 01 Apr 2002
- News
Stocking Up Can Build Customer Value
customer's expected value of a transaction - the difference between the price the customer is willing to pay and the store's price (the magnitude of the perceived "bargain"), multiplied by the likelihood the... View Details
- 29 Oct 2014
- News
The Value of Keeping the Right Customers
- 01 Mar 2019
- News
Required Reading: The Keys for Unlocking the Customer Value Chain
- 19 Feb 2019
- News
Avoid disruption and create new value for customers
- 19 Feb 2014
- News
Choosing the Right Customer
- 04 Jun 2012
- News
Customers Don't Want More Features
- 27 Oct 2014
- News
Track Customer Service, but Don't Forget the Financials
- 05 Mar 2019
- News
Make Customers Happier with Operational Transparency
- 13 Feb 2019
- News
Want Digital Disruption? Decouple the Customer Experience
- 02 Apr 2019
- News
The Right Way to Get Your First 1,000 Customers
- 15 Dec 2018
- News
The math wizard who became a customer loyalty scheme guru
- 05 Jun 2019
- News
When Customers Want to See the Human Behind the Product
- 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
- 01 Mar 2004
- News
Protecting against the Erosion of Brand Value
Innovation, a newsletter from HBS Publishing. “Barnes & Noble’s action indicates that within the publishing area, circumstances have changed, meaning that the power to capture value from a brand will increasingly shift from book... View Details
- 01 Jun 1998
- News
Long-Term Interest: Bill Crozier, a Banker Pegged to the Customer
about how the current business scene is heavily skewed toward the shareholder. "Certainly the shareholder is important," he notes. "However, the shareholder role has gotten out of balance with the other important players - customers and... View Details
Keywords: Eileen K. McCluskey
- 08 May 2015
- News
Prestige brands can expand their reach—and make their core customers proud
types of new customers: brand immigrants and brand tourists. Her findings show that while brand immigrants can dilute a brand’s image, brand tourists increase the pride of established customers by demonstrating admiration and proof of... View Details