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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
Technology & Operations Magazine ArticleMany of the management tools and techniques used in service businesses were designed to tackle the challenges of product companies. Although they are... -
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
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
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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Marketing Reading: Creating Customer Value
Sales & Marketing Tool6.95View Details Core Curriculum Readings in Marketing cover fundamental concepts, theories, and frameworks in marketing. For classroom use in higher education, this Reading... -
Rapid Rewards at Southwest Airlines
Technology & Operations Case Study8.95View Details Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries... -
HP, Inc. Beyond 2021: Pursuing Strategic Renewal for Growth
Management Case Study8.95View Details On November 2, 2021, Enrique Lores, CEO of HP, Inc., ended the first online huddle of the week with his executive leadership team. The day was an historic... -
Predicting Purchasing Behavior at PriceMart (A)
Finance & Accounting Case Study8.95View Details This case follows VP of Marketing, Jill Wehunt, and analyst Mark Morse as they tackle a predictive analytics project to increase sales in the Mom & Baby... -
Groundswell, Expanded and Revised Edition: Winning in a World Transformed by Social Technologies
14.95View Details Corporate executives struggle to harness the power of social technologies. Twitter, Facebook, blogs, YouTube are where customers discuss products and... -
Industry Note on Personal Computers, Managed Print Services in the Distributied Workplace and 3D Printing in 2021
Management Case Study8.95View Details On November 2, 2021, Enrique Lores, CEO of HP, Inc., ended the first online huddle of the week with his executive leadership team. The day was an historic... -
Revenue Management at Sparsh Nephrocare
Strategy & Execution Case Study8.95View Details The case describes the challenges related to topline enhancement faced by Sparsh Nephrocare, a growing chain of dialysis centers in India. In the early... -
Marketing Reading: Framework for Marketing Strategy Formation
Sales & Marketing Tool15.90View Details Core Curriculum Readings in Marketing cover fundamental concepts, theories, and frameworks in marketing. For classroom use in higher education, this Reading... -
MarketBusters: 40 Strategic Moves That Drive Exceptional Business Growth
Strategy & Execution Book38.00View Details If all firms face similar obstacles to profitable growth, how do some companies successfully burst through these barriers, leaving their competitors in... -
Loren Rathbone's Investment: The Flashing Red Light
Finance & Accounting Case Study8.95View Details In 2008, a retired farmer from Moose Jaw, Saskatchewan, was facing a challenging investment decision. He had recently met with a real estate investment... -
Package War: Fedex vs. UPS
Strategy & Execution Case Study8.95View Details Allows students to observe two competing businesses transform themselves over time. By following the competitive actions and reactions over more than... -
International Airlines
Technology & Operations Case Study8.95View Details A frequent flyer for a large international airline encounters typical but recurring service problems. The marketing management of the company explores... -
Lemonade: Delighting Insurance Customers with AI and Behavioural Economics - A Disruptive InsurTech Business Model for Outstanding Customer Experience and Cost-Effective Service Excellence
Sales & Marketing Case Study8.95View Details This case explores InsurTech start-up Lemonade's disruptive new business model aimed at creating and delivering a 'shockingly great user experience' around... -
Pharmacy Service Improvement at CVS (B)
Technology & Operations Case Study5.00View Details An abstract is not available for this product. -
Allegiant Airlines: Finding a New Customer Segment
Leadership & Managing People Case Study8.95View Details Founded in 1997, Allegiant Airlines (Allegiant) was one of the most profitable ultra-low-cost airlines in the United States. Allegiant maintained high... -
Smile Again! Applying Design Thinking to Improve the Dental Patient's Experience
Innovation & Entrepreneurship Case Study8.95View Details Set in 2019, this case illustrates a design thinking intervention programme carried out at the Elite's Smile Specialized Medical Complex in the city of... -
Building Brand Community on the Harley-Davidson Posse Ride
Sales & Marketing Case Study15.05View 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... -
Busbud: Building a Data Company
Finance & Accounting Case Study8.95View Details This case was written for the EC course "Managing with Data Science." The course provides MBA students with no programming experience an introduction... -
Corey Robinson at Sprint Corporation (A)
Leadership & Managing People Case Study8.95View Details Corey Robinson is promoted to a new position at Sprint during a time of much internal change within the company. Asks readers to consider how he sets... -
Nata Supermarkets: Customer Analytics
Management Case Study8.95View Details In January 2022, the vice-president of technology for Nata Supermarkets was reviewing the company's performance against its competitors for the 2021 calendar...
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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
Technology & Operations Magazine ArticleMany of the management tools and techniques used in service businesses were designed to tackle the challenges of product companies. Although they are... -
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.