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Know Your Customers' "Jobs to Be Done"
Sales & Marketing Magazine ArticleFirms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors,... -
The Ordinary Heroes of the Taj
Organizational Development Magazine ArticleWhen terrorists attacked the Indian city of Mumbai in 2008, employees of the Taj Mumbai hotel displayed uncommon valor. They placed the safety of guests... -
Why Design Thinking Works
Innovation & Entrepreneurship Magazine ArticleWhile we know a lot about practices that stimulate new ideas, innovation teams often struggle to apply them. Why? Because people's biases and entrenched... -
Understanding Customer Experience
Sales & Marketing Magazine ArticleAnyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent... -
Stop Trying to Delight Your Customers
Customer experience Magazine ArticleTo really win their loyalty, forget the bells and whistles and just solve their problems. -
The Four Things a Service Business Must Get Right
Technology & Operations Magazine ArticleMany of the management tools and techniques used in service businesses were designed to tackle the challenges of product companies. Although they are... -
Quality Is More Than Making a Good Product
Technology & Operations Magazine ArticleThe quality of customer service is often as important as the quality of the product. A company can evaluate its customer service by performing a customer... -
Business Marketing: Understand What Customers Value
Marketing Magazine ArticleGauging—and communicating—what your products and services are worth to customers has never been more important. -
The New Science of Customer Emotions
Customer experience Magazine ArticleA better way to drive growth and profitability -
The Value of Keeping the Right Customers
Sales & Marketing Digital ArticleA refresher on customer churn rate. -
Do Rewards Really Create Loyalty?
Market research Magazine ArticleThey do—if a company understands how to share value. -
10 Truths About Marketing After the Pandemic
Marketing Digital ArticleThere’s no going back to the old normal. -
Customer Experience in the Age of AI
Customer experience Magazine ArticleThe case for building “intelligent experience engines” -
Pricing and the Psychology of Consumption
Customer experience Magazine ArticleThe way you set prices doesn’t just influence demand. It also guides the way buyers use your product or service—and that can have a lasting impact on customer relationships. -
Customer Data: Designing for Transparency and Trust
Analytics and data science Magazine ArticleDon’t sacrifice long-term goodwill for short-term benefits. -
Where Net Promoter Score Goes Wrong
Customer experience Digital ArticleA study tracked how well it corresponded with customer behavior. -
Competing on the Eight Dimensions of Quality
Consumer behavior Magazine ArticleU.S. managers know that they have to improve the quality of their products because, alas, U.S. consumers have told them so. A survey in 1981 reported that nearly 50% of U.S. consumers believed that the quality of U.S. products had dropped during the previous five years; more recent surveys have found that a quarter of […] -
AI Can Outperform Doctors. So Why Don’t Patients Trust It?
Technology and analytics ResearchThey don’t think the technology can understand their unique needs. -
Putting the Service-Profit Chain to Work (HBR Classic)
Technology & Operations Magazine ArticleIn exemplary service organizations, executives understand that they need to put customers and frontline workers at the center of their focus. Those managers... -
Why Is Customer Service So Bad? Because It’s Profitable.
Business ethics Digital ArticleIf customers can’t reach a human, they can’t get their money back.
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KT Corporation: Offering New Insights in Customer Experience
Sales & Marketing Case Study8.95View Details In 2014, KT Corporation, one of South Korea's leading telecommunications companies, successfully mapped each point of a customer's interactions with the... -
Federal Express: The Money Back Guarantee (B), Japanese Version
Technology & Operations Case Study5.00View Details See (A) case. -
Innovation at Insigne Health
Finance & Accounting Case Study8.95View Details Insigne Health is a fictional for-profit, integrated health insurer/health care provider whose leadership believes that by shifting members' focus from... -
Amanda and Kristen: Mented Cosmetics
Innovation & Entrepreneurship Case Study8.95View Details The co-founders (Black HBS alumnae) of an e-commerce beauty startup explore the unmet needs within the beauty industry. This case study examines the entrepreneurial... -
Harrah's Entertainment, Inc.: Rewarding Our People, Portuguese Version
Organizational Development Case Study8.95View Details Marilyn Winn, head of human resources at Harrah's Entertainment, must make a recommendation to the company's president and CEO about whether the existing... -
Onefinestay: Building a Luxury Experience in the Sharing Economy
Sales & Marketing Case Study8.95View Details Miranda Cresswell, marketing director, and Greg Marsh, founder and CEO of onefinestay, were grappling with branding and positioning dilemmas. onefinestay... -
Zappos.com 2009: Clothing, Customer Service, and Company Culture, Chinese Version
Sales & Marketing Case Study8.95View Details On July 17, 2009, Zappos.com, a privately-held online retailer of shoes, clothing, and other soft-line retail categories, learned that Amazon.com, a $19... -
Quantum Corp.: eSupplyChain Group
Technology & Operations Case Study8.95View Details The eSupplyChain group has been recently formed with Quantum Corp.'s Hard Disk Drive Group to evaluate Internet/IT-based approaches to improving supply... -
OTE: Managing in Times of National Crisis (A)
Strategy & Execution Case Study8.95View Details In late 2010, Michael Tsamaz was appointed CEO and Chairman of Greek telecommunications company OTE. OTE still exhibited many traits of a large incumbent... -
Tempur Sealy International (C)
Strategy & Execution Case Study5.00View Details Analyzes the commercial relationship between Tempur Sealy and Mattress Firm following the events discussed in the B case. -
Buckman Laboratories (A)
Technology & Operations Case Study8.95View Details Explores the implementation of a cutting-edge knowledge management system in a midsize, specialty chemical company. The initiative, begun in the early... -
What's the Deal with LivingSocial?, Spanish Version
Sales & Marketing Case Study8.95View Details Tim O'Shaughnessy, the 29-year-old CEO of LivingSocial, is growing a revolutionary worldwide business of "daily deals"-in which retailers offer a heavily-discounted... -
WeWork - Service Excellence through Business Model Innovation: Creating Outstanding Customer Experiences by Leveraging Data, Analytics and Digital Technologies
Sales & Marketing Case Study8.95View Details WeWork has seen a decade of growth with a disruptive new service business model in a rapidly transforming industry: shared office space for start-ups... -
Agile Transformation of Raiffeisenbank: Culture First
Leadership & Managing People Case Study8.95View Details This case chronicles a successful digital transformation in Russia, where JSC Raiffeisenbank, the Russian branch of the Austrian parent company, reinvented... -
Starbucks: Delivering Customer Service, Chinese Version
Sales & Marketing Case Study8.95View Details Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer... -
Netflix in India: The Way Ahead
Leadership & Managing People Case Study8.95View Details Netflix, Inc. (Netflix), the world's leading provider of subscription video on demand (SVoD), launched its Indian platform on January 6, 2016. Due to... -
Tamago-ya of Japan: Delivering Lunch Boxes to Your Work
Technology & Operations Case Study8.95View Details Tamago-ya is a family-owned business located in Tokyo, Japan. The company has captured a unique position in the market of selling pre-packaged lunch boxes... -
Federal Express: The Money Back Guarantee (C), Japanese Version
Technology & Operations Case Study5.00View Details See (A) case. -
Marketing Reading: Customer Management
Sales & Marketing Tool40.00View Details This Reading on customer management sheds light on how companies should evaluate and manage their customers in order to grow profitably. Customer management... -
Red Lobster
Sales & Marketing Case Study8.95View Details Red Lobster, a 40-year-old chain of seafood restaurants, has just completed some market research revealing an opportunity to shift their target customer...
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Know Your Customers' "Jobs to Be Done"
Sales & Marketing Magazine ArticleFirms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors,... -
The Ordinary Heroes of the Taj
Organizational Development Magazine ArticleWhen terrorists attacked the Indian city of Mumbai in 2008, employees of the Taj Mumbai hotel displayed uncommon valor. They placed the safety of guests... -
Why Design Thinking Works
Innovation & Entrepreneurship Magazine ArticleWhile we know a lot about practices that stimulate new ideas, innovation teams often struggle to apply them. Why? Because people's biases and entrenched... -
Understanding Customer Experience
Sales & Marketing Magazine ArticleAnyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent... -
Stop Trying to Delight Your Customers
Customer experience Magazine ArticleTo really win their loyalty, forget the bells and whistles and just solve their problems. -
The Four Things a Service Business Must Get Right
Technology & Operations Magazine ArticleMany of the management tools and techniques used in service businesses were designed to tackle the challenges of product companies. Although they are... -
Quality Is More Than Making a Good Product
Technology & Operations Magazine ArticleThe quality of customer service is often as important as the quality of the product. A company can evaluate its customer service by performing a customer... -
Business Marketing: Understand What Customers Value
Marketing Magazine ArticleGauging—and communicating—what your products and services are worth to customers has never been more important. -
The New Science of Customer Emotions
Customer experience Magazine ArticleA better way to drive growth and profitability -
The Value of Keeping the Right Customers
Sales & Marketing Digital ArticleA refresher on customer churn rate.