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Stop Trying to Delight Your Customers
Customer experience Magazine ArticleTo really win their loyalty, forget the bells and whistles and just solve their problems. -
What Professional Service Firms Must Do to Thrive
Organizational Development Magazine ArticleDuring economic slowdowns, consulting, law, and accounting firms often start offering services and taking on clients they really shouldn't, just to keep... -
High-Performance Marketing: An Interview with Nike's Phil Knight
Leadership & Managing People Magazine ArticleBehind Nike's catchy slogans and flashy TV commercials is the vision of founder, chairman, and CEO Phil Knight. Knight has taken Nike from a small-time... -
How E-Commerce Will Trump Brand Management
Marketing Magazine ArticleThe Internet promises to give marketing the same boost in productivity that new operational strategies have given to manufacturing. -
Shrinking Fast and Smart in the Defense Industry
Government Magazine ArticleAuthor’s note: Alistair Hanna, Michael Reopel, and Stuart Flack, all of McKinsey & Company, contributed to this article. The U.S. defense industry is struggling to reorganize itself for growth, if not for survival. The disappearance of the communist threat and the desperate need to revive the U.S. economy have taken the defense industry for a […] -
The Globe: How French Innovators Are Putting the “Social” Back in Social Networking
Public relations Magazine ArticleConnecting with your best customers doesn’t have to involve Twitter or Facebook. -
A Blueprint for Financial Reconstruction
Government policy and regulation Magazine ArticleAmerica’s banking crisis presents choices both perilous and promising. Perilous, because the failure to act intelligently will lead to the most serious economic collapse since the Great Depression. As much as 25% of the U.S. banking system—representing assets of more than $750 billion—has begun to post such massive loan losses that it must focus on […] -
How GDPR Will Transform Digital Marketing
Sales & Marketing Digital ArticleExpect increased contextual advertising. -
Don’t Assume the Shoe Fits
Corporate social responsibility Magazine ArticleMost businesspeople will serve on the board of a nonprofit organization at some point. But the governance of nonprofits can differ dramatically from the governance of businesses. Even the best intentions can prove disastrous when new board members fail to understand that their traditional business experience can carry them only so far. -
One Employee Went Freelance. Now Everyone Wants the Same Deal (HBR Case Study and Commentary)
Leadership & Managing People Magazine ArticleBlackbird, a Delhi-based advertising agency, agreed to let a star designer leave to start his own firm and then became his first customer, enlisting his... -
Comparing the ROI of Content Marketing and Native Advertising
Brand management Digital ArticleWhich one should you invest in? -
Riding the Marketing Information Wave
Sales & Marketing Magazine ArticleFaced with the costs of building customer information systems, some managers question whether or not marketing technology can achieve competitive miracles.... -
How Prices, Ad Expenditures, and Profits Are Linked
Sales & Marketing Magazine ArticleCoordination between advertising and price strategies may lead to higher profits. Analyses of data from 227 businesses show the price-advertising relationship.... -
The Mismanagement of Advertising
Marketing Magazine ArticleCompanies are spending more money than ever on advertising. So why are the results so disappointing? -
When Upbeat Commercials Backfire
Sales & Marketing Digital ArticleMarketers, take note. -
The Staying Power of the Public Corporation
Finance and investing Magazine ArticleReports of the “eclipse of the public corporation” underestimate its institutional staying power and unique capacity for renewal. In his recent HBR article, Michael C. Jensen, a distinguished scholar of corporate finance and governance, argues for a revolution in the structure of ownership and control in the U.S. economy.1 I share many of his criticisms […] -
What Writing a Book Taught This Consultant
Communication Digital ArticleReaders and clients have some things in common. -
Who Is Them?
Global strategy Magazine Article“We” are seated at a negotiating table. “They” are seated across from us. The outcome of these talks will shape America’s future competitiveness and economic well-being. But “us” is not necessarily companies based in the United States. “Them” is not foreign nations. Rather, us is the people—most prominently, the work force—of the United States. And […] -
Effective Public Management
Strategic planning Magazine ArticlePolitical scientists, legislators, educators, business executives, lawyers, consumerists—practically everyone, it sometimes seems—is calling for better public management. For businessmen, the need is especially important because they feel surrounded by government institutions with which they are legally required to interact. But enthusiasm for good government is one thing; understanding the nature of it, to say nothing […] -
Don't Count on Free Trials to Win You Customers
Sales & Marketing Digital ArticleResearch reveals the limitations of a "freemium" approach.
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E-Cigarettes: Marketing Versus Public Health
Sales & Marketing Case Study14.00View Details Electronic cigarettes (e-cigarettes) were heralded by some as a healthcare game changer, enabling smokers to switch to a new product which carried lower... -
Leader as Coach: Restoring Employee Motivation and Performance (A)
Organizational Development Case Study8.95View Details Kiera, a young, enthusiastic sales rep, was recently promoted to manager of a sales team of five. In her first year on the job, she tackled a major revamp... -
HP-Cisco Alliance (A)
Organizational Development Case Study8.95View Details In 2002, Hewlett-Packard and Cisco Systems strove to develop their long-standing partnership into a strategic alliance with increasing impact. Critical... -
V-Cola: Confidential Instructions for Mark Ketting Chief Marketing Officer, Trek Beverages
Communication Case Study5.00View Details This is information for one of the six roles to be used in the V-Cola negotiation exercise. Please see V-Cola General Instructions (912043) and Teaching... -
West Line (A)
Leadership & Managing People Case Study8.95View Details Guillermo Oliva is a young lawyer who has led a successful professional career in the consulting world. His stellar results at West Line, a leading company... -
Tim Blanchard at Jones Mendel & Co.
Leadership & Managing People Case Study8.95View Details Tim Blanchard struggles to balance all the demands facing him as a partner of a consulting firm. He must decide how to serve clients, mentor his people,... -
Responsive Working at PepsiCo UK (B)
Organizational Development Case Study5.00View Details Facing a significant decline (downward trend) in revenues in 2016, David Gwilliam, Head of Transformation at PepsiCo UK introduced a new way of working... -
Recruitment at Penguin Random House UK
Organizational Development Case Study8.95View Details In December 2019, Claire Thomas and Ellie Harlow were reflecting on their efforts to promote diversity and inclusion in hiring at Penguin Random House... -
Coca-Cola Co. (B): Douglas Daft Takes Over
Leadership & Managing People Case Study5.00View Details Describes Douglas Daft's first quarter as chairman and CEO of The Coca-Cola Co. Highlights actions taken to resolve issues that arose under M. Douglas... -
Bhiwar Enterprises
Leadership & Managing People Case Study8.95View Details A nephew in an Indian family business has prepared a consulting report advocating changes in organizational structure and practices. His North American... -
How Brands Become Icons: The Principles of Cultural Branding
Sales & Marketing Book38.00View Details Coca-Cola. Harley-Davidson. Nike. Budweiser. Valued by customers more for what they symbolize than for what they do, products like these are more than... -
Gupta Media Supplement: Governors Ball Overview and Promotional Materials
Sales & Marketing Case Study5.00View Details Gupta Media is a Digital Marketing firm started in 2005 that places advertisements and marketing promotions for its clients in digital media, mainly social... -
Daktronics (E): Dividend Policy in 2010
Finance & Accounting Case Study5.00View Details In early March 2010, Bill Ritterath, Chief Financial Officer of Daktronics, Inc., was meeting in his office with Jim Morgan, CEO, and Alered (Al) Kurtenbach,... -
Tom Tierney at Bain & Co. (A)
Technology & Operations Case Study8.95View Details Bain managing director Tom Tierney is contemplating how best to rotate the office head position between two partners at one of the firm's offices. The... -
Leading Change in Talent at L'Oreal
Organizational Development Case Study8.95View Details Jean-Claude Le Grand just stepped into a new role as Executive Vice-President for Human Resources at the global cosmetics company, L'Oréal. He is now... -
Swagbucks
Innovation & Entrepreneurship Case Study8.95View Details In early 2016, Chuck Davis, chairman and CEO of Prodege LLC, parent company of the brand promotion business Swagbucks, and Josef Gorowitz, Prodege's founder... -
Collision Course: Selling European High Performance Motorcycles in Japan
Global Business Case Study8.95View Details In 2006, the Japan subsidiary of Tommasi Motorcycles, an Italian manufacturer of high-end motorcycles, was implementing a new customer data application... -
Boston Fights Drugs (B): Converting Research to Action
Sales & Marketing Case Study5.00View Details ... -
Managing Workplace Diversity: Jacob (A)
Communication Case Study8.95View Details This series of eight short two-part cases ("caselets") is written to highlight some of the most challenging and potentially destabilising moments in everyday... -
PeopleAnswers (A): People Analytics
Strategy & Execution Case Study8.95View Details In the fall of 2009, founder and CEO Gab Goncalves has turned PeopleAnswers, Inc. from a fledgling startup to a steadily growing company of nearly 50...
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Stop Trying to Delight Your Customers
Customer experience Magazine ArticleTo really win their loyalty, forget the bells and whistles and just solve their problems. -
Career Crush: Is Consulting the Right Career for You?
Career planning Career CrushNo, it’s not all about PowerPoints. -
What Professional Service Firms Must Do to Thrive
Organizational Development Magazine ArticleDuring economic slowdowns, consulting, law, and accounting firms often start offering services and taking on clients they really shouldn't, just to keep... -
High-Performance Marketing: An Interview with Nike's Phil Knight
Leadership & Managing People Magazine ArticleBehind Nike's catchy slogans and flashy TV commercials is the vision of founder, chairman, and CEO Phil Knight. Knight has taken Nike from a small-time... -
How E-Commerce Will Trump Brand Management
Marketing Magazine ArticleThe Internet promises to give marketing the same boost in productivity that new operational strategies have given to manufacturing. -
E-Cigarettes: Marketing Versus Public Health
Sales & Marketing Case Study14.00View Details Electronic cigarettes (e-cigarettes) were heralded by some as a healthcare game changer, enabling smokers to switch to a new product which carried lower... -
Leader as Coach: Restoring Employee Motivation and Performance (A)
Organizational Development Case Study8.95View Details Kiera, a young, enthusiastic sales rep, was recently promoted to manager of a sales team of five. In her first year on the job, she tackled a major revamp... -
Addressing Skills Mismatch: Utilizing Talent Supply Chain Management to Enhance Collaboration Between Companies and Talent Suppliers
Organizational Development Digital ArticleTalent management continues to be a topic of interest for employers who face significant challenges dealing with the uncertainty of the supply and demand... -
IBM's Decade of Transformation Series, Teaching Note
Organizational Development Digital ArticleTeaching Note for [805130] and [807030]. -
HP-Cisco Alliance (A)
Organizational Development Case Study8.95View Details In 2002, Hewlett-Packard and Cisco Systems strove to develop their long-standing partnership into a strategic alliance with increasing impact. Critical...