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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... -
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... -
How Brand Building and Performance Marketing Can Work Together
Brand management Magazine ArticleWith the right metrics, you can increase the return on both. -
The Big Lie of Strategic Planning
Strategy & Execution Magazine ArticleStrategy making forces executives to confront a future they can only guess at. It's not surprising, then, that they try to make the task less daunting... -
Putting the Service-Profit Chain to Work
Supply chain management Magazine ArticleEditor’s Note: This article sets out a simple, elegant, and ultimately tough-minded way to build profitability in a service business. Originally published in 1994, it offers as much today as it did then and is a perennial best seller. ♦ UPDATE: Learn about companies that are applying this timeless advice today. Top-level executives of outstanding […] -
Design Thinking
Strategy & Execution HBR BestsellerIn the past, design has most often occurred fairly far downstream in the development process and has focused on making new products aesthetically attractive... -
10 Ways to Boost Customer Satisfaction
Customer experience Digital ArticleTakeaways from an analysis of millions of consumer data points. -
Net Promoter 3.0
Marketing Magazine ArticleA better system for understanding the real value of happy customers -
Marketing Myopia
Strategy & Execution HBR BestsellerAt some point in its development, every industry can be considered a growth industry, based on the apparent superiority of its product. But in case after... -
Research: How People Feel About Paying for Social Media
Sales & Marketing Digital ArticleA survey of U.S. residents asks whether new subscription services from Twitter, Facebook, Instagram, and Snapchat meet their expectations. -
Know Your Customers' Jobs to Be Done
Companies can design better products by looking at the jobs that customers are struggling to do. Learn how in this video slide deck. -
Rediscover Your Company's Humanity
Sales & Marketing Digital ArticleEmpathy can help businesses become truly customer-centric. -
If Your Argument Is Based on Economics, You've Already Lost
Global Business Digital ArticleBrexit was an emotional choice, not a logical one. -
Rethinking Marketing
Sales & Marketing Magazine ArticleCompanies have never before had such powerful technologies for understanding and interacting with customers. Yet too many firms operate as if they're... -
The Most Common Reasons Customer Experience Programs Fail
Sales & Marketing Digital ArticleFor one, they're not flexible enough. -
The New Science of Customer Emotions
Strategy & Execution VideoThey can be a source of competitive advantage and growth. -
The Art of Purposeful Storytelling
Communication VideoPeter Guber, chairman and CEO of the Mandalay Entertainment Group, explains how to establish an emotional connection with any audience. -
How Mid-Market Tech Vendors Can Retain Customers During a Downturn
Customer experience Digital ArticleThree strategies that will help you save your accounts. -
8 Best Practices for Creating a Compelling Customer Experience
Customer strategy Digital ArticleTakeaways from an analysis of the American Customer Satisfaction Index.
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The Louvre
Sales & Marketing Case Study8.95View Details Once a royal residence and today one of the most photographed Parisian landmarks, the Louvre, home of iconic masterpieces, was the world's largest and... -
Iz-Lynn Chan at Far East Organization (Abridged)
Organizational Development Case Study8.95View Details ... -
Sustaining Customer Centricity at Chateauform'
Strategy & Execution Case Study8.95View Details The Châteauform' case describes how Jacques Horovitz founded a unique concept in the saturated hotel and seminar market that existing hotel chains find... -
Citibank: Launching the Credit Card in Asia Pacific (A), Spanish Version
Sales & Marketing Case Study8.95View Details Consumer Bank pondered the possibilities of launching a credit card in the Asia Pacific region. The bank's New York headquarters, and several of its country... -
Porcini's Pronto: "Great Italian cuisine without the wait!", Spanish Version
Technology & Operations Case Study8.95View Details Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known... -
Aman Resorts (Abridged)
Finance & Accounting Case Study8.95View Details Aman Resorts (Abridged) describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable... -
Amazon: Balancing Customer Centricity with Employee Engagement
Technology & Operations Case Study8.95View Details Amazon defines itself as the most customer-centered company in the world and explains its growth in various sectors as a way to offer more value to its... -
DigitalThink: Building a Sales Force
Innovation & Entrepreneurship Case Study8.95View Details A broad set of issues faces a young company in the Internet-based training business as it begins to sell its product to corporate customers. Issues include:... -
Innovation at the Boston Consulting Group
Strategy & Execution Case Study8.95View Details This case is about how the Boston Consulting Group has approached innovation from its founding to the present day. It discusses the role of the firm's... -
Aman Resorts, Portuguese Version
Finance & Accounting Case Study8.95View Details Aman Resorts describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative... -
Keroche (E): Considering Additional Capacity
Strategy & Execution Case Study5.00View Details This case describes Keroche's growth after entering the beer business in 2008. Although the company was operating at full capacity and not able to fulfill... -
H-E-B: Creating a Movement to Reduce Obesity in Texas
Sales & Marketing Case Study8.95View Details In January 2012, H-E-B Grocery Co., a private retail chain with stores located in Texas and Mexico, was introducing its Healthy at H-E-B program to its... -
Winning on Purpose: The Unbeatable Strategy of Loving Customers
30.00View Details Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide... -
The Container Store
Leadership & Managing People Case Study8.95View Details The Container Store (TCS) is a Texas-based retailer of organization and storage solutions. The company prides itself in taking care of its employees first... -
Bombardier and Alstom: The Acela Express
Sales & Marketing Case Study8.95View Details This case charts the process of the souring of the Acela Express, a joint venture of Alstom and Bombardier with Amtrak, the US rail passenger service.... -
Yemeksepeti: Growing and Expanding the Business Model through Data
Innovation & Entrepreneurship Case Study8.95View Details In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results... -
PatientsLikeMe: Using Social Network Health Data to Improve Patient Care
Leadership & Managing People Case Study8.95View Details PatientsLikeMe, an health online community formed to provide value for patients in exchange for sharing their health data, had grown substantially since... -
Hilti Fleet Management (A): Turning a Successful Business Model on Its Head, Spanish Version
Strategy & Execution Case Study8.95View Details This case explores the introduction of fleet management in the construction industry by the premium power tools manufacturer Hilti in 2000. Following... -
General Electric vs. Westinghouse in Large Turbine Generators (A), Spanish Version
Strategy & Execution Case Study8.95View Details Describes the U.S. large turbine generator industry in early 1963, a period of severe price cutting and depressed industry conditions. Presents data to...
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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... -
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... -
How Brand Building and Performance Marketing Can Work Together
Brand management Magazine ArticleWith the right metrics, you can increase the return on both. -
The Big Lie of Strategic Planning
Strategy & Execution Magazine ArticleStrategy making forces executives to confront a future they can only guess at. It's not surprising, then, that they try to make the task less daunting... -
Putting the Service-Profit Chain to Work
Supply chain management Magazine ArticleEditor’s Note: This article sets out a simple, elegant, and ultimately tough-minded way to build profitability in a service business. Originally published in 1994, it offers as much today as it did then and is a perennial best seller. ♦ UPDATE: Learn about companies that are applying this timeless advice today. Top-level executives of outstanding […] -
Design Thinking
Strategy & Execution HBR BestsellerIn the past, design has most often occurred fairly far downstream in the development process and has focused on making new products aesthetically attractive... -
10 Ways to Boost Customer Satisfaction
Customer experience Digital ArticleTakeaways from an analysis of millions of consumer data points. -
Net Promoter 3.0
Marketing Magazine ArticleA better system for understanding the real value of happy customers -
Marketing Myopia
Strategy & Execution HBR BestsellerAt some point in its development, every industry can be considered a growth industry, based on the apparent superiority of its product. But in case after...