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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 2017
- News
Ask the Expert: Human Intelligence
find an area where narrow AI is not having an impact,” says Seseri, which raises questions for business leaders in all sectors. How can e-commerce businesses benefit from artificial intelligence in the near future? And how will potential View Details
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April White
- 01 Dec 2017
- News
2017 in Media: Courting the Cord-Cutters
bundle” and over-the-top (OTT) services. The skinny bundle is a response to customer concerns that cable packages are too expensive. The bundle had simply gotten too big; there were 250 channels, and the View Details
- 01 Sep 2018
- News
Ask the Expert: Delivering the Goods
Ickis (MBA 1971, DBA 1978) REISNER: One of the hottest areas of investment growth is in cross-border shipping, but there are two core problems: In an age of terrorism, customs are commercial constraints and also valuable public safety...
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Jen McFarland Flint
- 01 Jun 1998
- News
Diversity and Community
satisfaction creates greater customer retention. Workplace and career satisfaction improve employee attitudes, performance, and retention, reducing absenteeism, turnover, and...
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Garry Emmons
- 24 Oct 2013
- News
Engineering a More Secure World
cash. Hearing stories like that, Harris knows he's in the right line of work. Alameda, California–based CSECO, the world's leader in portable contraband-detection equipment, has a customer list that includes the Department of Homeland...
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- 25 Aug 2022
- News
Case Study: Sound Check
Illustration by Neil Webb Illustration by Neil Webb Josh Hoffman-Senn (MBA 2019) and fellow cofounder of LS, Jimmy Pemberton, launched their initial digital toolkit in 2021, after seeing fellow musicians search out supplemental income while venues were shut down and...
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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 first ten years. In 1980, serving...
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- 01 Apr 2002
- News
Siebel Addresses HBS Northern California Club
of itself." At Siebel Systems, he continued, incentive compensation is tied to customer- satisfaction scores. "Virtually every employee communication that I've given since the company's founding has been centered around the absolute...
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- 01 Feb 1997
- News
OPM Celebrates 21st Anniversary at Gala Florida Reunion
Discussing examples of how service-oriented organizations deliver breakthrough service, Sasser urged his audience to take a "quantum leap" in their customer satisfaction efforts and to develop strategies to...
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- 06 Aug 2020
- News
Defining Flex Work
companies understand their employees’ needs and best respond to them. There is no a one-size-fits-all solution to the flexibility question, says Auerbach. Werk assesses each employee and recommends a schedule most likely to maintain productivity and improve employee...
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- 01 Dec 2003
- News
Can Manufacturing Keep Its Edge?
“Pretty straightforward. Pretty frightening.” That’s how Jim Sharpe (MBA 1976), chairman and CEO of Extrusion Technology, Inc. (ET), describes an out-of-the-blue situation his company faced two years ago, when its largest customer...
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- 01 Apr 1997
- News
The Businesslike Gourmet: Karen Page on America's Foodservice Industry
feelings, and self-image. Food is like clothing or shelter: you can get by with the basics, or you can aspire to some aesthetics. The new insistence on food quality may be an outgrowth of a larger need to put more meaning and satisfaction...
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- 01 Apr 1998
- News
Microfinance's Big Payoff: Michael Chu and ACCION International
was so successful we had to establish it as a regular commercial bank to accommodate its growth. Today, BancoSol leads the Bolivian banking system in profitability and makes 40 percent of the system's loans; it has 76,000 microentrepreneur View Details
- 07 Sep 2021
- News
Alumni Perspective: The Morning After 9/11
people.” Twenty years ago, Frances Frei was not the globally revered management guru she has become. This was before she helped transform the culture at HBS to close the performance gap between female and male students, resulting in higher View Details
- 01 Mar 2004
- News
Ron Shaich’s Café Society
is meant to be the kind of place where people want to hang out, talk, or get some work done, and we encourage them to do so. What aspect of Panera most excites you? We’ve gotten all sorts of awards for the quality of our bread. We have also been recognized as having...
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- 03 Mar 2020
- News
Can This Man Change the American Diet?
in the Boston area, Clover serves an always-changing, all-vegetarian menu to a 90 percent non-vegetarian customer base. In this episode of Skydeck, associate editor Julia Hanna takes listeners behind the scenes at a Clover food...
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Agriculture
- 01 Sep 2007
- News
Riding It Out
An ailing horse and an overweight Labrador retriever provided the inspiration for Becky Minard and Paal Gisholt (both MBA ’93) to launch SmartPak, a business that provides nutritional supplements, dog food, and supplies to customers...
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- 01 Oct 2001
- News
Q&A: Orin Smith
revolutionized the way Americans drink coffee. In his spare time, he enjoys golf and skiing, and names a Seattle Starbucks location in his Capitol Hill neighborhood as his favorite store. Customers might even enjoy a double-tall-nonfat...
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- 01 Apr 1999
- News
An Eye to the East
Europe and the United States, he said, "they have already reached a threshold in customer orientation, so you have to do different things to succeed." That's not the case yet in Asia, he pointed out, as Deshpandé listened intently. HBS...
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Alejandro Reyes