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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
Customer experience Magazine ArticleCompanies that systematically monitor customer experience can take important steps to improve it—and their bottom line. -
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
Technology & Operations Magazine ArticleCompanies across all industries are putting personalization at the center of their enterprise strategies. For example, Home Depot, JPMorgan Chase, Starbucks,... -
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
Customer service Magazine ArticleCorporate executives and consumers have in recent years adopted divergent views of product quality. Several recent surveys indicate how wide the quality perception gap is: Three out of five chief executives of the country’s largest 1,300 companies said in a 1981 survey that quality is improving; only 13% said it is declining.1 Yet 49% of […] -
The Value of Keeping the Right Customers
Sales & 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
Business communication Digital ArticleA thoughtful message can make the difference between a lost customer and a loyal one.
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Building Brand Community on the Harley-Davidson Posse Ride, Video (Streaming)
Sales & Marketing Case Study20.00View Details Contains an ethnographic account of the 10-day, 2,300 mile Border to Border Posse Ride. Allows the viewer to experience the Posse Ride through the eyes... -
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... -
Customer-Introduced Variability in Service Operations
Technology & Operations Case Study8.95View Details Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate... -
Sony
Leadership & Managing People Case Study15.05View Details Sony used to be synonymous with "innovation" and "cool products". The case reveals how the company lost its edge and describes the leadership initiatives... -
MK Taxi: Private Chauffeur Service
Technology & Operations Case Study8.95View Details MK Taxi Tokyo has developed a system to allow customers to use their mobile phones to find and contact the cab closest to them, bypassing the dispatch... -
Building Brand Community on the Harley-Davidson Posse Ride
Sales & Marketing Case Study14.00View Details The second Harley-Davidson Posse Ride, a grueling 2,300 mile, 10-day trek from South Padre Island, Tex., to the Canadian Border is billed "for serious... -
When You Are a Big Target, Don't Give Customers a Reason to Shoot You
Global Business Case Study8.95View Details Reprinted from Nation's Restaurant. -
SonoSite: A View Inside
Technology & Operations Case Study8.95View Details After its spin-off from one of the world's largest ultrasound makers, Sonosite attempts to popularize a new kind of handheld ultrasound units. Sonosite... -
BabbaCo
Sales & Marketing Case Study8.95View Details Having just raised a Series B financing, the case protagonist is faced with a tough decision: should she "step on the gas" and scale the customer base,... -
The Curious Case of the Disputed Rabbits
Technology & Operations Case Study8.95View Details Service systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet customers demand... -
Tempur Sealy International (B)
Strategy & Execution Case Study5.00View Details Analyzes the commercial relationship between Tempur Sealy and Mattress Firm following the events discussed in the (A) case. -
Harrah's Entertainment, Inc.
Sales & Marketing Case Study6.95View Details Describes a situation facing Philip Satre, chairman and CEO of Harrah's Entertainment, Inc. Satre was reading a May 2000 Wall Street Journal story that... -
Customer Focus at Neiman Marcus: "We Report to the Client"
Strategy & Execution Case Study8.95View Details Describes the winning formula at Neiman Marcus that has made it the No. 1 luxury retailer in the United States in terms of sales per square foot and profitability.... -
AstraZeneca (China): Promoting Social Innovation with Holistic Disease Management Solutions Throughout the Patient Journey
Management Case Study8.95View Details He increased the sales of products such as Pulmicort RespulesTM after their patents expired, generating significant social benefits by making medical... -
Willow Creek Community Church (B): Cracks In the Foundation
Technology & Operations Case Study5.00View Details Supplements the (A) case. -
Singapore Airlines: Customer Service Innovation
Sales & Marketing Case Study8.95View Details The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business... -
Federal Express: The Money Back Guarantee (A)
Technology & Operations Case Study8.95View Details Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem... -
IBM After-Sales Service
Technology & Operations Case Study8.95View Details IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive... -
Airbnb, Etsy, Uber: Acquiring the First Thousand Customers
Sales & Marketing Case Study8.95View Details By 2016, two-sided online platforms (or marketplaces) were pervasive among the highest growing internet startups around. These marketplaces sought to... -
The Wealthfront Generation
Finance & Accounting Case Study8.95View Details This case features Wealthfront, a Palo Alto California-based financial technology startup. Wealthfront created a fully-automated, low-cost online investment...
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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
Customer experience Magazine ArticleCompanies that systematically monitor customer experience can take important steps to improve it—and their bottom line. -
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
Technology & Operations Magazine ArticleCompanies across all industries are putting personalization at the center of their enterprise strategies. For example, Home Depot, JPMorgan Chase, Starbucks,... -
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.