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- People (1)
- News (41)
- Research (160)
- Events (1)
- Multimedia (1)
- Faculty Publications (69)
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- 13 Jun 2011
- News
Great Service Does Not Always Lead to Customer Loyalty
- 15 Dec 2018
- News
The math wizard who became a customer loyalty scheme guru
- 01 Oct 1999
- News
The Same the World Over: Focusing on Customers and Innovation Brings Success
climate, customer orientation, and innovation. "Corporate culture was perceived as the prevailing set of shared values held by a firm's managers," Deshpandé explains, "qualities such as loyalty and...
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Peter K. Jacobs
- 01 Mar 2023
- News
Elevator Pitch: Spread the Wealth
Illustration by Drue Wagner Illustration by Drue Wagner Sabine Tejerina (MBA 2009) Cofounder and COO, Upstreet Concept: Launched in 2020, Upstreet makes it easier and more economical for companies to reward employees and customers with shares to improve engagement and...
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- 22 Jul 2014
- News
Market Basket management paying for missteps in standoff
- 15 May 2020
- News
Five ESG Implications from COVID-19
- 08 Dec 2016
- News
A Simple Way to Measure Health Care Outcomes
- 01 Dec 2023
- News
Thinking Ahead
rather than selling upfront.” This requires a platform-native approach, says Yang: a video that works well on Amazon would appear as a hard-sell turnoff on TikTok. “It’s important to remember that customer View Details
- 01 Mar 2024
- News
Unlocking the Power of Community
When Tara Fung (MBA 2016) explains Co:Create, the company she cofounded in 2022 and now leads as CEO, she doesn’t mention Web3 first. “We help innovative brands and creators unlock the power of community,” she explains. Co:Create does this with a new, gamified approach...
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April White
- 05 Feb 2019
- News
The First Five Years: Karan Shah (MBA 2016)
of the largest camshaft manufacturers in the world, serving marquee customers like GM, Ford, Daimler, Porsche, Toyota, and others. “In the two years that I have been at PCL—first as a business development executive and now as executive...
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- 01 Sep 2023
- News
Case Study: The Home Team
Illustration by Jon Krause Illustration by Jon Krause Brendan Kennealey (MBA 2006) wasn’t even searching for a business idea. A couple of years ago, the Wilmington, Delaware, native met up with an old friend who’d bought a new house. Over dinner this friend enumerated...
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- 01 Sep 2014
- News
Afghanistan’s Hope and Light
employer (1,100 workers) and biggest taxpayer ($500 million and counting). “If we treated the Afghans with respect, it would create a brand loyalty and empathy they’d never had a chance to experience before,” Khoja says of the company’s...
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Julia Hanna
- 01 Apr 2002
- News
HBS Press Books in Brief
the Harvard Business Review Paperback Series: Harvard Business Review on Customer Relationship Management. This collection of cutting-edge articles will help organizations understand how to build customer...
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- 17 Dec 2015
- News
Field 2 Gives Students Hands-On Exposure To Business Practices In Malaysia
capital as part of FIELD 2, the second module of the required course Field Immersion Experiences for Leadership Development. She and her five teammates helped Groupon Malaysia explore the potential for developing its own loyalty program....
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- 25 Aug 2022
- News
Action Plan: Fired Up
“We’re not a brand; we’re a community,” says Traeger Grills President and CEO Jeremy Andrus (MBA 2002). At his Salt Lake City–based barbecue equipment company, and throughout his career, Andrus has made developing company culture an entrepreneurial priority....
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- 01 Apr 2002
- News
Professorship Brings Brierley's HBS Connection Full Circle
members, Epsilon engineered many of the customer relationship' techniques that make today's customer loyalty programs so successful," says Brierley, who served as Epsilon's president and CEO for its...
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- 12 Dec 2017
- News
Hal (MBA 1968) and Diane Brierley
embarked on a path that would lead him to become a pioneer in database marketing and customer engagement. While working as a research assistant at HBS after graduation, Brierley agreed to help the headquarters of his undergraduate...
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- 01 Jun 2014
- News
Screen Saver
past, we relied on the habitual aspect of moviegoing, with consumers doing all the work. Now we're using social media and our AMC Stubs loyalty program to engage with customers and make it easier as a...
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