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Show Results For
-
All HBS Web
(1,880)
- People (2)
- News (529)
- Research (997)
- Events (4)
- Multimedia (13)
- Faculty Publications (301)
- 26 Jun 2023
- Research & Ideas
Want to Leave a Lasting Impression on Customers? Don't Forget the (Proverbial) Fireworks
marketers think of the customer experience like a play in three acts—pre-purchase, purchase, and post-purchase. However, research by De Freitas and fellow researchers looked more holistically at the View Details
- 06 Dec 2021
- News
In My Humble Opinion: Come Clean
Twenty years ago, when a broker called to tell Jon Simon (MBA 1980) about the possibility of acquiring Parkway Custom Drycleaning, the broker didn’t initially reveal what it was—a high-end dry-cleaning business founded in 1926. Convinced...
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- April 2012
- Case
Pret A Manger
By: Frances X. Frei, Rick Goldberg and Stephanie van Sice
Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to...
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Keywords:
Customer Service Excellence;
Growth Planning And Management;
Employee Performance Management;
Information Management;
Production Planning;
Employee Attitude Development And Empowerment;
Employee Retention;
Leadership Development And Career Planning;
Service Delivery;
Growth and Development Strategy;
Business Model;
Innovation and Invention;
Employees;
Performance;
London
Frei, Frances X., Rick Goldberg, and Stephanie van Sice. "Pret A Manger." Harvard Business School Case 612-033, April 2012.
- August 2018
- Supplement
Garanti Payment Systems: Digital Transformation Strategy (B)
By: Shelle M. Santana and Esel Çekin
Supplements the (A) case. Işıl Akdemir Evlioğlu, executive vice president of marketing at Garanti Payment Systems (GPS), a subsidiary of Garanti Bank, is grappling with three questions. First, should GPS create its own mobile app for credit card customers or leverage...
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Keywords:
Loyalty Programs;
Campaign Management;
Campaign Enrollment;
Branding;
Customer Acquisition;
Regulations;
Regulatory Changes;
Bank;
Retail Bank;
Banking;
Payment Systems;
Installment;
Mobile App;
Call Center;
Data Analytics;
Digital;
Technology;
Banks and Banking;
Business Subsidiaries;
Mobile and Wireless Technology;
Credit Cards;
Brands and Branding;
Governing Rules, Regulations, and Reforms;
Decision Choices and Conditions;
Digital Transformation
Santana, Shelle M., and Esel Çekin. "Garanti Payment Systems: Digital Transformation Strategy (B)." Harvard Business School Supplement 519-015, August 2018.
- August 2018
- Case
Garanti Payment Systems: Digital Transformation Strategy (A)
By: Shelle M. Santana and Esel Çekin
Işıl Akdemir Evlioğlu, executive vice president of marketing at Garanti Payment Systems (GPS), a subsidiary of Garanti Bank, is grappling with three questions. First, should GPS create its own mobile app for credit card customers or leverage the bank’s already...
View Details
Keywords:
Loyalty Program;
Campaign Management;
Campaign Enrollment;
Branding;
Customer Acquisition;
Regulations;
Regulatory Changes;
Bank;
Retail Banks;
Banking;
Credit Card;
Payment Systems;
Installment;
Mobile App;
Call Center;
Data Analytics;
Digital Technology;
Banks and Banking;
Business Subsidiaries;
Mobile and Wireless Technology;
Credit Cards;
Brands and Branding;
Governing Rules, Regulations, and Reforms;
Decision Choices and Conditions;
Digital Transformation;
Financial Services Industry
Santana, Shelle M., and Esel Çekin. "Garanti Payment Systems: Digital Transformation Strategy (A)." Harvard Business School Case 519-014, August 2018.
- Research Summary
Overview
By: Ayelet Israeli
Professor Israeli utilizes econometric methods and field experiments to study data driven decision making in marketing context. Her research focuses on data-driven marketing, with an emphasis on how businesses can leverage their own data, customer data, and market data...
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- December 2014 (Revised October 2015)
- Case
Iz-Lynn Chan at Far East Organization (Abridged)
By: Linda A. Hill, Anthony J. Mayo and Dana M. Teppert
This case describes how to champion and implement organizational change from the middle by recounting the experiences of Iz-Lynn Chan at Far East Organization.
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Keywords:
Iz-Lynn Chan;
Far East Organization;
Singapore;
Far East Hospitality;
Customer Centric Initiative;
Hotels;
Culture Change;
Culture;
Standard Operating Procedures;
Serviced Residences;
Service Quality And Standards Department;
Service Operations;
Service Delivery;
Organizational Culture;
Operations;
Leading Change;
Organizational Change and Adaptation;
Accommodations Industry;
Singapore;
China
Hill, Linda A., Anthony J. Mayo, and Dana M. Teppert. "Iz-Lynn Chan at Far East Organization (Abridged)." Harvard Business School Case 415-033, December 2014. (Revised October 2015.)
- January 2015
- Case
Monte-Carlo Weddings
By: Anat Keinan and Sandrine Crener
Monte-Carlo Weddings, established by Frank Damgaard in 2005, is the most respectable and exclusive wedding planning business in the South of France. Frank has organized the largest, most expensive and luxurious weddings in Europe, serving celebrities, CEOs, and other...
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Keywords:
Luxury Brand;
Luxury Service;
Luxury Consumers;
Exceeding Consumer Expectations;
Wedding Planner;
Destination Wedding;
Event Planner;
Event Management;
Entrepreneurship;
Growth Strategy;
Monaco;
Monte-Carlo;
Brand Building;
Reputation Management;
Word Of Mouth;
Customer Satisfaction;
Client Acquisition;
Diversification;
Wealth;
Marketing Strategy;
Business Growth and Maturation;
Service Delivery;
Luxury;
Brands and Branding;
Growth and Development Strategy;
Service Industry;
France
Keinan, Anat, and Sandrine Crener. "Monte-Carlo Weddings." Harvard Business School Case 515-071, January 2015.
- February 2017
- Supplement
The De Beers Group: Exploring the Diamond Reselling Opportunity
By: Benjamin C. Esty, Daniel P. Gross and Lauren G. Pickle
In September 2014, Tom Montgomery (SVP of strategic initiatives at the De Beers Group) and his team launched a pilot program in the United States to explore the $1 billion diamond market for pre-owned (recycled) diamonds. According to Montgomery, the motivation for the...
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Keywords:
Diamonds;
Go-to-market Strategy;
Secondary Market;
Willingness To Pay;
Pilot Program;
Strategy Development;
Strategy Execution;
Scope;
Marketing;
Advertising;
Branding;
Customer Value;
Pawn Shops;
Jewelry;
Supply And Demand;
Corporate Strategy;
Business Strategy;
Vertical Integration;
Advertising Campaigns;
Value Creation;
Retail Industry;
Consumer Products Industry;
Advertising Industry;
Mining Industry;
United States;
United Kingdom;
Africa;
Botswana;
South Africa;
Namibia
- January 2021 (Revised March 2021)
- Case
THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)
By: Jill Avery, Ayelet Israeli and Emma von Maur
THE YES, a multi-brand shopping app launched in May 2020 offered a new type of buying experience for women’s fashion, driven by a sophisticated algorithm that used data science and machine learning to create and deliver a personalized store for every shopper, based on...
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Keywords:
Data;
Data Analytics;
Artificial Intelligence;
AI;
AI Algorithms;
AI Creativity;
Fashion;
Retail;
Retail Analytics;
E-Commerce Strategy;
Platform;
Platforms;
Big Data;
Preference Elicitation;
Preference Prediction;
Predictive Analytics;
App Development;
"Marketing Analytics";
Advertising;
Mobile App;
Mobile Marketing;
Apparel;
Online Advertising;
Referral Rewards;
Referrals;
Female Ceo;
Female Entrepreneur;
Female Protagonist;
Analytics and Data Science;
Analysis;
Creativity;
Marketing Strategy;
Brands and Branding;
Consumer Behavior;
Demand and Consumers;
Forecasting and Prediction;
Marketing Channels;
Digital Marketing;
Internet and the Web;
Mobile and Wireless Technology;
AI and Machine Learning;
E-commerce;
Digital Platforms;
Fashion Industry;
Retail Industry;
Apparel and Accessories Industry;
Consumer Products Industry;
United States
Avery, Jill, Ayelet Israeli, and Emma von Maur. "THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)." Harvard Business School Case 521-070, January 2021. (Revised March 2021.)
- Dec 04 2017
- Testimonial
Master New Skills in Management
- September–October 2013
- Article
Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services
By: Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing....
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Keywords:
Job Cuts and Outsourcing;
Medical Specialties;
Health Care and Treatment;
Customer Focus and Relationships;
Learning;
Customer Satisfaction;
Health Industry
Clark, Jonathan R., Robert S. Huckman, and Bradley R. Staats. "Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services." Organization Science 24, no. 5 (September–October 2013): 1539–1557.
- 2012
- Working Paper
Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services
By: Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing....
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Keywords:
Experience and Expertise;
Learning;
Health Care and Treatment;
Job Cuts and Outsourcing;
Knowledge Acquisition;
Volume;
Performance Productivity;
Health Industry
Clark, Jonathan R., Robert S. Huckman, and Bradley R. Staats. "Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services." Harvard Business School Working Paper, No. 11-057, December 2010. (Revised September 2011, January 2013. NBER Working Paper Series, No. w18723, January 2013)
- January 2005 (Revised August 2007)
- Exercise
Letter Writing Exercise
By: Frances X. Frei and Hanna Rodriguez-Farrar
Provides an opportunity for students to experience first-hand how service companies respond to customer feedback. The corresponding module note further describes the exercise.
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- August 2022 (Revised October 2023)
- Case
Bajaj Finance: Building an Omnipresent Financial Services Firm
By: Das Narayandas and Rachna Tahilyani
Bajaj Finance, India’s largest consumer finance firm with $20.9 billion of assets across 50.5 million customers, is on a journey to transform itself from a traditional firm that sells loans and other financial products through brick-and-mortar outlets to an omnipresent...
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Keywords:
Financial Institutions;
Transformation;
Financial Instruments;
Customer Satisfaction;
Internet and the Web;
Customer Focus and Relationships;
India
Narayandas, Das, and Rachna Tahilyani. "Bajaj Finance: Building an Omnipresent Financial Services Firm." Harvard Business School Case 523-040, August 2022. (Revised October 2023.)
- 12 Sep 2018
- News
Preferring to read print over digital books
- Web
Programs for Organizations
Harvard Business School Executive Education partners with leading organizations to deliver the learning and development solutions they need for successful transformation. Our live online programs—whether custom or topic-focused for...
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- Awards
Five Bestselling MIT SMR Articles
By: Boris Groysberg
The Five Bestselling MIT Sloan Management Review Articles of 2019 include “The Magic That Makes Customer Experiences Stick” (Fall 2019).
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- March 2016 (Revised May 2018)
- Case
Reinventing Best Buy
By: John R. Wells and Gabriel Ellsworth
On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales. These results were in marked contrast...
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Keywords:
Best Buy;
Hubert Joly;
Renew Blue;
Showrooming;
Webrooming;
E-commerce;
E-Commerce Strategy;
Online Retail;
Multichannel Retailing;
Omnichannel;
Marketplaces;
Turnaround;
Consumer Electronics;
Consumer Electronics Accessories;
Appliances;
Stores-within-stores;
Store Experience;
Store Size;
Store Pickup;
Store Management;
Delivery;
Delivery Models;
Amazon;
Amazon.com;
Pricing Strategy;
Business Subsidiaries;
Business Units;
Business Growth and Maturation;
Business Model;
For-Profit Firms;
Customer Focus and Relationships;
Customer Satisfaction;
Entertainment;
Film Entertainment;
Games, Gaming, and Gambling;
Music Entertainment;
Television Entertainment;
Theater Entertainment;
Price;
Profit;
Revenue;
Geographic Scope;
Multinational Firms and Management;
Business History;
Cost;
Selection and Staffing;
Reports;
Technological Innovation;
Job Cuts and Outsourcing;
Human Capital;
Leading Change;
Business or Company Management;
Goals and Objectives;
Growth and Development;
Growth and Development Strategy;
Management Teams;
Brands and Branding;
Product Marketing;
Consumer Behavior;
Demand and Consumers;
Media;
Distribution;
Order Taking and Fulfillment;
Distribution Channels;
Infrastructure;
Product;
Service Delivery;
Service Operations;
Organizational Change and Adaptation;
Public Ownership;
Problems and Challenges;
Programs;
Groups and Teams;
Sales;
Salesforce Management;
Strategy;
Adaptation;
Business Strategy;
Competition;
Competitive Advantage;
Competitive Strategy;
Corporate Strategy;
Expansion;
Information Technology;
Information Infrastructure;
Information Technology;
Internet and the Web;
Mobile and Wireless Technology;
Internet and the Web;
Applications and Software;
Internet and the Web;
Mobile and Wireless Technology;
Resource Allocation;
Computer Industry;
Electronics Industry;
Entertainment and Recreation Industry;
Information Technology Industry;
Retail Industry;
Service Industry;
Technology Industry;
Telecommunications Industry;
Video Game Industry;
United States;
Minnesota;
Minneapolis;
Saint Paul;
St. Paul
Wells, John R., and Gabriel Ellsworth. "Reinventing Best Buy." Harvard Business School Case 716-455, March 2016. (Revised May 2018.)
- 14 Jun 2013
- News