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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... -
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. -
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,... -
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. -
10 Ways to Boost Customer Satisfaction
Sales & Marketing Digital ArticleTakeaways from an analysis of millions of consumer data points. -
Know What Your Customers Want Before They Do
Customer service Magazine ArticleRetailers need to target customers with the right deal at the right time. Here’s how to nail the “next best offer.” -
Where Does the Customer Fit in a Service Operation?
Organizational restructuring Magazine ArticleWhile management skills can improve service systems, a manager is better off if he or she first has a clear understanding of the operating characteristics that set one service system apart from another. This author offers one view of services, which, if followed, results in a “rational approach to the rationalization” of services. His view, […] -
How Loyalty Programs Are Saving Airlines
Customer service Digital ArticleThe pandemic has cast a spotlight on a historically undervalued asset. -
High-Tech Touchpoints Are Changing Customer Experience
Customer experience Digital ArticleAs technology becomes more powerful and affordable, your company is only limited by its imagination. -
The CEO of Ozon on Building an e-Commerce Giant in a Cash-Only Economy
Global Business Magazine ArticleThe author left the Boston Consulting Group to join Ozon in part because she had once been an entrepreneur and missed the excitement--but mostly because... -
Perfect Message at the Perfect Moment
Sales & Marketing Magazine ArticleMarketers planning promotional campaigns ask questions to boost the odds that the messages will be accepted: Who should receive each message? What should... -
Quality Improvement Customers Didn't Want (Commentary for HBR Case Study)
Technology & Operations Magazine ArticleIs investing in new technology always the right choice for a company and its customers? Allan Moulter, the CEO of Quality Care, isn't sure he wants to... -
Find the Customers Your Competitors Are Offending
Sales & Marketing Digital ArticleUncover hidden customers by figuring out what other companies are doing to alienate them. -
Get Inside the Lives of Your Customers
Sales & Marketing Magazine ArticleMany companies have become adept at the art of customer relationship management. They've collected mountains of data on preferences and behavior, divided... -
Executives Need to Invest in Understanding the Customer Experience
Customer experience Digital ArticleOnly half of chief executives are confident they are able to provide high-quality digital experiences to customers, according to a new survey.
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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... -
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... -
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... -
Pharmacy Service Improvement at CVS (B)
Technology & Operations Case Study5.00View Details An abstract is not available for this product. -
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... -
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... -
Redefining the AXA Brand
Strategy & Execution Case Study8.95View Details The case describes how AXA, a global insurance company headquartered in Paris, France, defined and implemented its new brand in May 2008. This is exactly... -
RENOVATING HOME DEPOT: 2000-2006
Leadership & Managing People Case Study8.95View Details Having diagnosed the situation, he made overdue investments in systems and brought in new blood from outside, instilling new discipline, capabilities... -
Zappos.com 2009: Clothing, Customer Service, and Company Culture
Sales & Marketing Case Study8.95View Details On July 17, 2009, Zappos.com, a privately-held online retailer of shoes, clothing, and other soft-line retail categories, learned that Amazon.com, a $19... -
Value Chain and IT Transformation at Desko (B)
Technology & Operations Case Study5.00View Details The case describes in detail Desko's customer order process. It highlights the importance of this key business process and how its inefficiencies can... -
Willow Creek Community Church (A)
Technology & Operations Case Study8.95View Details Describes the historic evolution and current positioning of a Christian church which focuses on the attraction of "unchurched" individuals. Describes... -
Sof-Optics, Inc. (A)
Technology & Operations Case Study6.95View Details The marketing director of a fast-growing firm must make some decisions about the customer service department. The volume in the department has been rising... -
Taste of Frankenmuth: A Town in Michigan Thinks About Word-of-Mouth Referral
Technology & Operations Case Study8.95View Details A town, "Michigan's little Bavaria," discusses word-of-mouth referral. Enables students to calculate the value of word-of-mouth and understand how to... -
Daksh (A): 1999 Business Plan
Global Business Case Study8.95View Details Enables the study of early business formation and venture capital funding within an international setting. Relates to the company's first round of funding... -
Too Long for Comfort: Tackling Consultation Wait Time at a Hospital Emergency Department
Leadership & Managing People Case Study8.95View Details In early 2019, Alan Jay, an executive in the Quality, Safety and Risk Management (QSRM) department of Gloria Hospital, a full-service hospital that specialised... -
Towngas: Achieving Competitive Advantage Through Customer Relationship Management
Strategy & Execution Case Study8.95View Details Towngas, an exclusive supplier of piped naphtha gas and one of the oldest energy suppliers in Hong Kong, invested millions of dollars in its customer... -
The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
29.95View 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... -
DailyFish: Reinventing Customer Service Management
Strategy & Execution Case Study8.95View Details DailyFish was an emerging e-commerce enterprise that was started in 2016 by Baby Marine Ventures, one of the largest exporters of frozen seafood from...
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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... -
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. -
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,... -
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. -
10 Ways to Boost Customer Satisfaction
Sales & Marketing Digital ArticleTakeaways from an analysis of millions of consumer data points.