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- 01 Mar 2018
- News
Money (Actually) Can Buy Happiness
step back and asked, What’s the fundamental relationship between money and happiness? We were interested in answering that question in order to design interventions: What can we change for people? Professor Whillans, your research looks at a View Details
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April White
- 27 Oct 2017
- News
The Best Business Advice I’ve Ever Received
customers and, inherently, your revenues come. My name is Riccardo Concha the class of 2007. I believe the best business advice that I have received so far that has been most useful to me, being curious about things that you don't know...
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- 25 Aug 2022
- News
Up on the Corner
It’s a drab gray morning in April, and real estate developer Nadine Ngouabe Dlodlo (MBA 2008) is standing at the corner of West Baltimore and South Calhoun Streets in Baltimore’s historic Union Square district. Behind her, a chain-link fence decorated with a small...
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- 01 Aug 1998
- News
High Honors
others as you would have them serve you." When he announced his plans to step down, McDermott reminded his colleagues, "We've made customer service our primary goal, and we've encouraged other corporations to do the same." A year later,...
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- 01 Feb 2002
- News
It's academic. (Not!)
organizational behavior. "I love the intellectual hunt behind research," he says. "It's a process of trying to understand elements that initially don't seem to have any relation to one another. When they come together, it's a big...
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- 01 Mar 2019
- News
3-Minute Briefing: Richard Edelman (MBA 1978)
reskilling blue-collar workers—which is perfect in a time of automation. It’s genuine, because it fits with who their customer is, and it means something. Companies need to stay in their own swim lane. I still love doing crisis work,...
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- 01 Sep 2010
- News
You’ve Been YouTubed
Art by John Weber Related Links Virtual Learning Series: Understanding Users of Social Networks Career Webinar: Leverage the Power of Your LinkedIn Network Tweets are in the air we breathe. Most of us know that “friend” can also be a...
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- 01 Sep 2011
- News
Capitalism’s False Mantra
Related Links Martin discussing his book One of the most influential papers defining the role of business, “Theory of the Firm: Managerial Behavior, Agency Costs and Ownership Structure,” was coauthored in 1976 by Michael Jensen, the...
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- 01 Jun 2010
- News
Green Dreams: Eco-Friendly Countertops
company’s product throughout its Seattle headquarters. Other customers include NASA, the Ritz-Carlton, Starbucks, Whole Foods, Amazon, Disney’s Epcot theme park, and Google. IceStone has come a long way since Magagnini’s dark day, and not...
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- 11 Dec 2017
- News
Growing from Within
therefore I pay close attention to our people metrics, particularly those relating to crew retention. In addition, we also want to know what our customers are telling us and experiencing at the restaurants...
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- 01 Mar 2006
- News
The Real Conflict
competing operations, driving employees toward public welfare systems, and creating urban sprawl. The savings to Wal-Mart customers appears large in relation to the surplus that it passes on to its...
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- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service, information technology, and internal processes, both the customer and...
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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 its reputation as the "nice"...
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- 01 Dec 2012
- News
Corruption 101
increasing number of red flags, he had to consider not only his US employer and his HBS position, but also his local client, his client's employees and their families, customers throughout the region, and all the suppliers for the...
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- 01 Sep 2013
- News
Passion & Purpose
employees in 28 offices. The company, with an industry-high 99 percent customer retention rate, regularly receives awards for its customer service. Roger W. Sant, MBA 1960 Cofounder and Chairman Emeritus,...
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- 01 Sep 2009
- News
Outtakes with Russ Wilcox
as well as customer service.” What’s on his Kindle: Outliers by Malcolm Gladwell; the Boston Globe; the Wall Street Journal. Why we’re in trouble: “With BlackBerries and instant messaging (IM), we live in a twitch society. People are...
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- 01 Mar 2005
- News
In the Blood
year, one of our competitors bred over 180 mares to several of his stallions. We have a customer base that comes to us because we limit our books, creating some scarcity value that appeals to the people willing to pay to get these...
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- 08 Nov 2011
- News
Saluting Our HBS Veterans
Blake Hall (right): An online market for military personnel. Related links Learn how alumni apply military experience to leadership in nonprofits, industry, education, and more. Maura Sullivan (MBA 2009), PepsiCo Robert Goodwin (GMP 3,...
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- 01 Feb 1997
- News
OPM Celebrates 21st Anniversary at Gala Florida Reunion
H. Schiff Professor of Investment Banking. Drawing on his extensive research on a subject he calls his "passion" - customer loyalty - Sasser led a lively discussion on the topic of customer retention that...
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- 01 Feb 2000
- News
The Future Is Now: 21st-Century Business Pondered at HBS Forum
will soon move from HTML programming language to XML. Ballmer stated that this shift would alter the current Internet balance of power in which consumers are in a reactive position as they relate to company (or "publisher's") Web sites....
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