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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,... -
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... -
How Brand Building and Performance Marketing Can Work Together
Sales & Marketing Magazine ArticleMarketers often worry that performance marketing and its focus on short-term sales is crowding out brand-building activities aimed at enhancing customer... -
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... -
Putting the Service-Profit Chain to Work
Supply chain management Magazine ArticleEditor’s Note: This article sets out a simple, elegant, and ultimately tough-minded way to build profitability in a service business. Originally published in 1994, it offers as much today as it did then and is a perennial best seller. ♦ UPDATE: Learn about companies that are applying this timeless advice today. Top-level executives of outstanding […] -
The Big Lie of Strategic Planning
Strategy & Execution Magazine ArticleStrategy making forces executives to confront a future they can only guess at. It's not surprising, then, that they try to make the task less daunting... -
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... -
6 Ways to Build a Customer-Centric Culture, Chinese Version
Sales & Marketing Digital ArticleStart by hiring people who really care about the customer experience. -
Design Thinking
Strategy & Execution HBR BestsellerIn the past, design has most often occurred fairly far downstream in the development process and has focused on making new products aesthetically attractive... -
10 Ways to Boost Customer Satisfaction, Chinese Version
Sales & Marketing Digital ArticleTakeaways from an analysis of millions of consumer data points. -
How Midsize Companies Can Repair Damaged Customer Relationships
Leadership & Managing People Digital ArticleToo often, scaling up comes at the cost of customer satisfaction - but it doesn't have to. -
Your Competitors Aren't Always Who You Think They Are
Finance & Accounting Digital ArticleTo understand your customers' expectations, look beyond your industry. -
Customer Service in a Crisis
Rene Carayol of Cass Business School explains how First Direct's commitment to customer service saved a life on 9/11. -
How Mid-Market Tech Vendors Can Retain Customers During a Downturn
Customer experience Digital ArticleThree strategies that will help you save your accounts. -
Are You Really Innovating Around Your Customers' Needs?
Management VideoEvery company believes it is customer-centric. However, most of them are product- and service-centric first, focusing on how to enhance their offerings... -
Cirque du Soleil's Daniel Lamarre on How to Put Creativity at the Center of Your Strategy
Global Business Digital Article"There is no excuse. Creativity has to be at the forefront." -
The Right Way to Lead Design Thinking
Leadership & Managing People Magazine ArticleThe authors studied almost two dozen major design-thinking projects within large private- and public-sector organizations in five countries and found... -
Tap the Wisdom of Frontline Employees, Spanish Version
Your frontline employees are your best source of customer knowledge and creative ideas for serving customers better. This five-step process helps you... -
Listen for Your Clients' Real Needs, Chinese Version
Careful listening can uncover unexpected-and effective-customer solutions.
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Aravind Eye Care System: Time to Shift Gears
Strategy & Execution Case Study8.95View Details Aravind Eye Care System (AECS) had a dream run on the growth path, providing affordable, quality eye care to its patients by building on economies of... -
ONSET Ventures
Innovation & Entrepreneurship Case Study6.95View Details ONSET Ventures, is a venture capital firm focused on seed-stage start-ups. Describes the principles and strategies the firm has developed over its life.... -
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.... -
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.... -
British Airways: Using Information Systems to Better Serve the Customer
Technology & Operations Case Study8.95View Details Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer... -
Mementos that Anchor Homes: Growing Joyous Group in the Business of Photos and Portraitures
Strategy & Execution Case Study8.95View Details Joyous Group Holdings, a small and medium enterprise, provides photography, portraiture services and regalia rental for graduation events in Singapore.... -
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... -
Talbots: A Classic, Spanish Version
Sales & Marketing Case Study8.95View Details This case traces why the $1 billion women's clothing retailer decided to attract younger customers, what went wrong, and the actions taken to recover.... -
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... -
Keroche (A): Fighting for Share in the Kenyan Alcoholic Drinks Market
Strategy & Execution Case Study8.95View Details This case discusses the challenges faced by Kenyan alcoholic drinks producer Keroche Industries Limited in 2003, when the Kenyan government accused the... -
LEGO® Products: Building Customer Communities Through Technology
Sales & Marketing Case Study8.95View Details This case takes students through the evolution of LEGO's business model from a traditional product-centric "make and sell" model to a more customer-centric... -
What Is Customer Focus?, French Version
Sales & Marketing Tool99.00View Details Focusing on your customers delivers valuable benefits for them and for your organization. Discover why it's critical to understand customers' needs-sometimes... -
Raleigh & Rosse: Measures to Motivate Exceptional Service
Leadership & Managing People Case Study8.95View Details In January 2010, U. S. luxury goods retailer Raleigh & Rosse is being sued by its employees for encouraging "off the clock" hours. At the center of the... -
Kaleidofin
Innovation & Entrepreneurship Case Study8.95View Details Kaleidofin was co-founded in 2017 by Puneet Gupta and Sucharita Mukherjee; former CFO and CEO of IFMR (Institute for Financial Management and Research)... -
The Maggi Noodle Safety Crisis in India (C)
Finance & Accounting Case Study5.00View Details The local government in Delhi has ordered a ban on Nestlé's flagship product in India - Maggi Noodles, citing excessive lead content per government lab... -
Magic: the Gathering - Harnessing an Engaged Player Community
Sales & Marketing Case Study8.95View Details This case study discusses Magic: the Gathering (Magic), a collectible card game that is owned by Wizards of the Coast (Wizards), a subsidiary of Hasbro.... -
Design Thinking and Innovation at Apple, Japanese Version
Innovation & Entrepreneurship Case Study8.95View Details Describes Apple's approach to innovation, management, and design thinking. For several years, Apple has been ranked as the most innovative company in... -
Keroche (F): Future Growth Plans
Strategy & Execution Case Study5.00View Details This case describes Keroche co-founder Tabitha Karanja's 2012 decision to invest in additional production capacity. In November 2012, with a loan from...
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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,... -
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... -
How Brand Building and Performance Marketing Can Work Together
Sales & Marketing Magazine ArticleMarketers often worry that performance marketing and its focus on short-term sales is crowding out brand-building activities aimed at enhancing customer... -
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... -
Putting the Service-Profit Chain to Work
Supply chain management Magazine ArticleEditor’s Note: This article sets out a simple, elegant, and ultimately tough-minded way to build profitability in a service business. Originally published in 1994, it offers as much today as it did then and is a perennial best seller. ♦ UPDATE: Learn about companies that are applying this timeless advice today. Top-level executives of outstanding […] -
The Big Lie of Strategic Planning
Strategy & Execution Magazine ArticleStrategy making forces executives to confront a future they can only guess at. It's not surprising, then, that they try to make the task less daunting... -
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... -
6 Ways to Build a Customer-Centric Culture, Chinese Version
Sales & Marketing Digital ArticleStart by hiring people who really care about the customer experience. -
Design Thinking
Strategy & Execution HBR BestsellerIn the past, design has most often occurred fairly far downstream in the development process and has focused on making new products aesthetically attractive... -
10 Ways to Boost Customer Satisfaction, Chinese Version
Sales & Marketing Digital ArticleTakeaways from an analysis of millions of consumer data points.