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Show Results For
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All HBS Web
(2,476)
- People (2)
- News (532)
- Research (1,648)
- Events (3)
- Multimedia (9)
- Faculty Publications (908)
- 01 Jan 2003
- News
James E. Burke, MBA 1949
as it overcame the Tylenol tragedy to take its place as the country's dominant brand in health-care products. "A company credo that put customers first and shareholders last ultimately benefited both groups," he says. Jim Burke was among...
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- 01 Dec 2000
- News
Core Values Keep Airline Flying High
procedures, boost innovation, and keep costs down while retaining a high degree of teamwork, communication, and coordination across functions. While its top-ranked customer service ratings have established...
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- 01 Mar 2012
- News
Making Finance Personal
inspire, formulate, and drive new and improved product design and development, even without specialized knowledge. With its consumer base, for example, Intuit went from conducting a single experiment with customers of TurboTax, its...
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- 01 Mar 2015
- News
Case Study: The Speed of Light
(Photo courtesy of KDC Solar) Launched in 2011, QE solar is an operations and maintenance company focused on servicing large-scale, commercial solar energy structures—the kind typically owned by large utility companies. The company is...
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- 15 Oct 2001
- Research & Ideas
Rethinking E-Leadership
Companies should "always try new things," he emphasizes. "But we have learned to focus on and apply this innovation to our current customers." Updated advice: Make sure that a sizable percentage of your current View Details
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by Melissa Raffoni
- 01 Jun 2009
- News
The Maestro and the Market
some 2 million hopeful diners vie to be one of the fifty customers he serves each evening for the six months that elBulli, his restaurant, is open. The world is beating a path to Chef Ferran Adrià’s door, but why? “Creativity comes first;...
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- 18 Jun 2001
- Research & Ideas
Tech Investment the Wise Way
value created for users by the offering based on the technology; define the structure of the value chain, that is, the network of activities within the firm required to create and distribute the products or services offered to customers;...
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- 01 Apr 2000
- News
Q & A: A Conversation with IRS Chief Charles Rossotti
that can't tell you exactly how much our customers have on deposit. We have 35-year-old systems for maintaining records on tape files. Our collection process and compliance examinations are months or years behind, largely due to...
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Garry Emmons
- 12 Mar 2024
- Blog Post
IFC India: Electric Mobility in India
pronounced push for EV requirements and a shorter payback cycle help expedite Log9's adoption and product expansion. Additionally, large domestic incumbents producing competitive batteries focus on the personal mobility sector, leaving room for Log9 to differentiate...
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- 01 Jun 2010
- News
Noted & Quoted
the surface of their needs and trying to embed those ideas into their corporations are the black swans of the business world.” — HBS professor RANJAY GULATI writing on the importance of making the customer a partner in business...
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- 01 Jun 2016
- News
Faculty Q&A: That’s Classic
death of a loved one. Our customers love us. That’s not going to last forever, so what’s the next thing we’re going to do? As opposed to: They love us, oops, now they don’t; uh-oh, what should we do? So cherishing and being proactive...
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Julia Hanna
- 16 Oct 2019
- Research & Ideas
Read Our Most Popular Stories of the Quarter
great customer service is no longer the responsibility of just one department. Creating the customer-centric organization. (12,182 visits) What Machine Learning Teaches Us about CEO Leadership Style...
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by Sean Silverthorne
- 01 Mar 2024
- News
Counter Intelligence
When Pano Christou (AMP 195, 2018) was hired at Pret A Manger in 2000, the idea that he would one day run the entire company could not have been further from his mind. At the chain’s Carnaby Street shop, in London’s Soho district, the 22-year-old had enough work just...
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Amy Crawford
- 30 Nov 2017
- News
Happy Meals (Are Here Again)
orders and have them delivered to their tables—a service often performed by managers. “Now when I see a customer talking to a manager, it’s a good thing,” says Karavites, smiling. Traditionally, the bank of...
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- 01 Jun 2011
- News
Mr. Start-Up
is reaching lots of people a primary motivation? I want to build products that people love. I’m a capitalist at heart: I believe entrepreneurs who create useful products or services are contributing something of benefit to society....
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- 21 Feb 2020
- News
Style for Everyone
Nadia Boujarwah and Lydia Gilbert (both MBA 2013) cofounded Dia & Co right out of HBS, producing fashion and online services for plus-size women. In this interview, they talk about the inspiration for the idea and the need it serves. “Dia...
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- 01 Jun 2020
- News
Meal Plan
second-largest private employer in the United States. Will the current crisis drive improvements in pay and benefits? CC: In terms of numbers, it’s hard to see an environment where there will be meaningfully more people working in restaurants than there were 90 days...
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- Fast Answer
Music & Activism: Market Research Resources
Simmons Local for market research data. PolicyMap captures data through custom demographic maps, tables, reports and Analytics. Available data includes demographics, home sale statistics, health data, mortgage trends, school...
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- 01 Mar 2018
- News
3-Minute Briefing: Lisandra Rickards (MBA 2010)
businesses from startup to scale up. An entrepreneur in the dental equipment business had just serviced a large government contract, which created issues with inventory. He went through our training program, applied for a low-interest...
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Julia Hanna
- 01 Mar 2005
- News
House of Bread on the Rise
which opened in San Luis Obispo, California, in 1996, was an instant hit, with its open kitchen where customers could watch bakers in action and smell the intoxicating aromas of breads baking all day long. It offered a simple selection of...
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