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Know Your Customers' "Jobs to Be Done"
Sales & Marketing Magazine ArticleFirms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors,... -
Why Design Thinking Works
Innovation & Entrepreneurship Magazine ArticleWhile we know a lot about practices that stimulate new ideas, innovation teams often struggle to apply them. Why? Because people's biases and entrenched... -
Understanding Customer Experience
Sales & Marketing Magazine ArticleAnyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent... -
The Ordinary Heroes of the Taj
Organizational Development Magazine ArticleWhen terrorists attacked the Indian city of Mumbai in 2008, employees of the Taj Mumbai hotel displayed uncommon valor. They placed the safety of guests... -
The Four Things a Service Business Must Get Right
Customer service Magazine ArticleExtensive study of the world’s best service companies reveals the principles on which they’re built. -
Stop Trying to Delight Your Customers
Sales & Marketing Magazine ArticleThe notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study... -
The New Science of Customer Emotions
Customer experience Magazine ArticleA better way to drive growth and profitability -
Putting the Service-Profit Chain to Work (HBR Classic)
Technology & Operations Magazine ArticleIn exemplary service organizations, executives understand that they need to put customers and frontline workers at the center of their focus. Those managers... -
Customer Experience in the Age of AI
Customer experience Magazine ArticleThe case for building “intelligent experience engines” -
Business Marketing: Understand What Customers Value
Marketing Magazine ArticleGauging—and communicating—what your products and services are worth to customers has never been more important. -
Quality Is More Than Making a Good Product
Technology & Operations Magazine ArticleThe quality of customer service is often as important as the quality of the product. A company can evaluate its customer service by performing a customer... -
The Value of Keeping the Right Customers
Marketing Digital ArticleA refresher on customer churn rate. -
Pricing and the Psychology of Consumption
Customer experience Magazine ArticleThe way you set prices doesn’t just influence demand. It also guides the way buyers use your product or service—and that can have a lasting impact on customer relationships. -
Do Rewards Really Create Loyalty?
Sales & Marketing Magazine ArticleAlthough reviled in the business press as short-term fads, rewards programs are gaining popularity. Rewards can and do build customer loyalty. Unfortunately,... -
Customer Data: Designing for Transparency and Trust
Analytics and data science Magazine ArticleDon’t sacrifice long-term goodwill for short-term benefits. -
10 Truths About Marketing After the Pandemic
Sales & Marketing Digital ArticleThere's no going back to the old normal. -
Create Winning Customer Experiences with Generative AI
Sales & Marketing Digital ArticleThree recommendations for where - and how - to deploy this new technology. -
Using Technology to Create a Better Customer Experience
Customer experience Digital ArticleYour strategy should be driven by relationship-building — not shiny new tech. -
Net Promoter 3.0
Sales & Marketing Magazine ArticleSince its introduction, in 2003, the Net Promoter System, which measures how consistently brands turn customers into advocates, has become the predominant... -
How to Apologize to a Customer When Something Goes Wrong
Communication Digital ArticleA thoughtful message can make the difference between a lost customer and a loyal one.
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Westchester Distributing, Inc. (B), Spanish Version
Finance & Accounting Case Study5.00View Details Describes the actions taken by the owner/president to resolve the dilemma. -
Portillo's: How to Deliver?
Sales & Marketing Case Study8.95View Details -
CVS, Jon Roberts and Josh Flum, Video
Technology & Operations Case Study150.00View Details An abstract is not available for this product. -
The Walt Disney Company: Theme Parks
Sales & Marketing Case Study8.95View Details As he seeks to place the division he leads on a firm footing for the future, Tom Staggs, chairman of Walt Disney Parks and Resorts, is considering a range... -
Best Buy Co., Inc.: Customer-Centricity, Spanish Version
Sales & Marketing Case Study8.95View Details With FY2005 sales of $27.3 billion, Richfield, Minn.-based Best Buy Co., Inc. was the leading retailer of consumer electronics, home-office products,... -
TaKaDu, Russian Version
Sales & Marketing Case Study8.95View Details In December 2012, Amir Peleg, founder and CEO of TaKaDu, reflected on how to position his young firm for the next fiscal year and beyond. The small Israeli... -
The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
24.95View Details Reichheld lays out a new "economics of loyalty" that provides a framework where the "soft" elements of business--loyalty and learning--can be effectively... -
Digital Intelligence
99.00View Details No matter your role, technology continues to transform how you do your work. With access to a dizzying array of new tools, customer insights, and data,... -
Marketing Reading: Creating Customer Value, Spanish Version
Sales & Marketing Tool40.00View Details Core Curriculum Readings in Marketing cover fundamental concepts, theories, and frameworks in marketing. For classroom use in higher education, this Reading... -
Marketing Reading: Customer Centricity, Spanish Version
Sales & Marketing Tool15.90View Details Without customers, businesses could not succeed. The term "Customer Centric" has therefore become synonymous with proactive business strategy worldwide.... -
AMD: A Customer-Centric Approach to Innovation
Strategy & Execution Case Study8.95View Details AMD's launch of the Opteron microprocessor in 2003 has allowed the company to make inroads into the lucrative server segment. A long-time follower to... -
Analytics-Driven Transformation at Majid Al Futtaim: Building a Data-Driven, Test-&-Learn Culture to Drive Customer Value across Touchpoints in the Middle East
Strategy & Execution Case Study8.95View Details Majid Al Futtaim (MAF) is a lifestyle conglomerate present in 16 countries in the Middle East and North Africa, with annual revenues of $9.6 billion.... -
CLHS: Scaling a New Venture
Innovation & Entrepreneurship Case Study8.95View Details -
Allianz Turkey: Focus on the Customer (A)
Strategy & Execution Case Study14.00View Details At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated... -
Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean
Sales & Marketing Case Study14.00View Details In 2015, Edip Ilkbahar, HBC's founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko... -
Corey Robinson at Sprint Corporation (B)
Leadership & Managing People Case Study5.00View Details Supplements the (A) case. A rewritten version of an earlier supplement. -
BAT Case: Putting Tech Support on the Fast Track
Technology & Operations Case Study8.95View Details Bruce-Alfred Technologies (BAT) has built a successful business selling packaged software. Its marketing has long promised free technical support to all... -
Driving Digital Transformation at Tata Steel's Marketing & Sales Department: A Change Initiative
Management Case Study8.95View Details Set in 2019, this case explores Tata Steel's journey in utilizing digital technologies to enhance customer engagement. Tata Steel, founded in 1907, had... -
Chantale and Clinton Call for Service
Technology & Operations Case Study8.95View Details Chantale and Clinton have purchased a new refrigerator from The Canadian, one of the largest department store chains in Canada. It subsequently began... -
Marketing Analysis Toolkit: Customer Lifetime Value Analysis, Chinese Version
Sales & Marketing Case Study8.95View Details Customers are increasingly being viewed as assets that bring value to the firm. Customer lifetime value is a metric which allows managers to understand...
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Know Your Customers' "Jobs to Be Done"
Sales & Marketing Magazine ArticleFirms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors,... -
Why Design Thinking Works
Innovation & Entrepreneurship Magazine ArticleWhile we know a lot about practices that stimulate new ideas, innovation teams often struggle to apply them. Why? Because people's biases and entrenched... -
Understanding Customer Experience
Sales & Marketing Magazine ArticleAnyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent... -
The Ordinary Heroes of the Taj
Organizational Development Magazine ArticleWhen terrorists attacked the Indian city of Mumbai in 2008, employees of the Taj Mumbai hotel displayed uncommon valor. They placed the safety of guests... -
The Four Things a Service Business Must Get Right
Customer service Magazine ArticleExtensive study of the world’s best service companies reveals the principles on which they’re built. -
Stop Trying to Delight Your Customers
Sales & Marketing Magazine ArticleThe notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study... -
The New Science of Customer Emotions
Customer experience Magazine ArticleA better way to drive growth and profitability -
Putting the Service-Profit Chain to Work (HBR Classic)
Technology & Operations Magazine ArticleIn exemplary service organizations, executives understand that they need to put customers and frontline workers at the center of their focus. Those managers... -
Customer Experience in the Age of AI
Customer experience Magazine ArticleThe case for building “intelligent experience engines” -
Business Marketing: Understand What Customers Value
Marketing Magazine ArticleGauging—and communicating—what your products and services are worth to customers has never been more important.