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Use Your Customer Data to Actually Help Your Customers
Technology & Operations Digital ArticleWhat if consumers were eager to share their information? -
The Sales Learning Curve
Operations and supply chain management Magazine ArticleBecause new-product launches often take longer and cost more than expected, many promising offerings are prematurely aborted. Smart companies give themselves time and money enough to climb the sales learning curve before ramping up the sales force. -
Why the Apple Watch Is a Gift to the Swiss Watch Industry
Competitive strategy Digital ArticleIt’s the new Swatch. -
How Our Hotel Used Data to Make Our Laundry Service Glamorous
Customer service Digital ArticleA source of customer complaints became a source of revenue. -
The Ultimately Accountable Job: Leading Today’s Sales Organization
Organizational transformation Magazine ArticleNew demands from customers, rivals, the CEO, and the sales organization itself are changing what it takes to succeed as head of sales. -
The Ways Customers Use Products Have Changed - but Brands Haven't Kept Up
Sales & Marketing Digital ArticleWhat your brand is should stem from how consumers experience it. -
Making the Major Sale
Marketing Magazine ArticleAn eight-step process to help companies learn to cope creatively with large and complex selling tasks—and have lasting results. -
Your Customers are Probably Annoyed With You
Sales & Marketing Digital ArticleWhat may seem trivial to you can make or break someone else's experience. -
Welcome Back, Mom and Pop
Strategy & Execution Magazine ArticleRetailers have long assumed that bigger is better: megastores mean broader product selection and lower operating costs. But by networking smaller stores,... -
Go Downstream: The New Profit Imperative in Manufacturing
Business models Magazine ArticleNow that providing services is more lucrative than making products, the old foundations for success in manufacturing are crumbling. Smart manufacturers are creating new business models to capture profits at the customer’s end of the value chain. -
When Is the Best Time to Ask Customers for a Review?
Customer experience Digital ArticleResearchers tested reminders that went out the next day, five days, nine days, and 13 days after the product experience. -
Low-Pressure Selling
Developing employees Magazine ArticleBuying is something customers like to do. A salesperson’s job is to help them follow their inclinations. -
How to Fit Into Your Customers' Multi-Channel Lives
Sales & Marketing Digital ArticleWhen George Eastman invented roll film and created the Kodak camera, his most lasting innovation was not a technology, but a business model. With earlier... -
When the Customer Is Stressed
Technology & Operations Magazine ArticleCustomers' assessments of quality and value, buying decisions, and recommendations are all influenced by emotions. But too often companies don't adequately... -
Look to Consumers to Increase Productivity
Personal productivity Magazine ArticleWhen productivity is a problem in manufacturing, managers turn to the R&D department or operations for help. In services, however, especially ones where there is a lot of contact with the customer, such in-house groups cannot by themselves improve productivity. Because services involve the customer in production, are labor intensive, and are time-bound, consumer behavior […] -
Make Your Best Customers Even Better
Customer experience Magazine ArticleMany companies could persuade big spenders to buy even more. -
Expose Your Company’s Blind Spots
Customer experience Digital ArticleIs your company unintentionally keeping your most senior people from getting the feedback they most need? It can easily happen as an unintended consequence of success. Consider these situations: Senior executives at car companies drive only the newest models: For decades, the top executives at America’s leading automobile manufacturers always drove models fresh from the […] -
Why Customer Gratitude Trumps Loyalty
Marketing Digital ArticleEmotions come first, behavior comes second. -
When Growth is Deceiving
Strategy & Execution Digital ArticleThe status quo, even with incremental improvements, hurts more than you think.
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Reed Supermarkets: A New Wave of Competitors
Sales & Marketing Case Study8.95View Details Reed Supermarkets is a high-end supermarket chain with operations in several Midwestern states. Meredith Collins, vice president of marketing, visits... -
TV Guide (A)
Sales & Marketing Case Study11.95View Details TV Guide is the largest magazine in the United States and is attaining record profitability. This case details the economics of TV Guide's success by... -
Rapid Rewards at Southwest Airlines
Technology & Operations Case Study11.95View 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... -
Ritz-Carlton: Using Information Systems to Better Serve the Customer
Technology & Operations Case Study11.95View Details Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services... -
AMD: A Customer-Centric Approach to Innovation
Strategy & Execution Case Study11.95View Details AMD's launch of the Opteron microprocessor in 2003 has allowed the company to make inroads into the lucrative server segment. A long-time follower to... -
Innovation at Insigne Health
Finance & Accounting Case Study11.95View Details Insigne Health is a fictional for-profit, integrated health insurer/health care provider whose leadership believes that by shifting members' focus from... -
Purolator Courier Ltd.
Sales & Marketing Case Study11.95View Details On a fall day in September 2003, Robert Swanborough made his way down a thickly carpeted hallway in Purolator's headquarters in Toronto, Canada, toward... -
Pilgrim Bank (A): Customer Profitability
Technology & Operations Case Study11.95View Details Provides a context in which students can explore managerial decision making that is critically informed by data analysis. The setting is a retail bank... -
Making Target the Target: Boycotts and Corporate Political Activity (B)
Leadership & Managing People Case Study5.00View Details Supplement to case 317113. -
Merloni Elettrodomestici SpA: The Transit Point Experiment
Technology & Operations Case Study11.95View Details Merloni Elettrodomestici is a leading Italian manufacturer of domestic appliances. In 1986, an exposition for Merloni customers is scheduled at its Milano... -
Alaska Airlines and Flight 261 (B)
Strategy & Execution Case Study5.00View Details Supplements the (A) case. -
Corey Robinson at Sprint Corporation (B)
Leadership & Managing People Case Study5.00View Details Supplements the (A) case. A rewritten version of an earlier supplement. -
Driving Digital Transformation at Tata Steel's Marketing & Sales Department: A Change Initiative
Management Case Study11.95View Details Set in 2019, this case explores Tata Steel's journey in utilizing digital technologies to enhance customer engagement. Tata Steel, founded in 1907, had... -
Bord Bia: Strategically Growing Irish Exports
Sales & Marketing Case Study11.95View Details Agriculture was Ireland's largest indigenous industry. Its agri-food sector was export-driven, with almost 90% of production exported. Bord Bia was the... -
State Bank of India: ''SMS Unhappy''
Sales & Marketing Case Study11.95View Details State Bank of India: SMS Unhappy, is a deceptively simple but comprehensive case of a public sector company using a customer complaint management tool... -
Alaska Airlines and Flight 261 (A)
Strategy & Execution Case Study11.95View Details Weeks after the crash of Alaska Airlines Flight 261, 64 mechanics claim that they have been "pressured, threatened, and intimidated" into taking shortcuts.... -
Zappos.com: Developing a Supply Chain to Deliver WOW!
Leadership & Managing People Case Study11.95View Details Zappos was founded in 1999, during the Internet boom, to sell shoes online. The company's founding premise was to provide the ultimate in selection to... -
American Airlines (A): Strategy in the 1990s
Strategy & Execution Case Study11.95View Details American Airlines is pursuing a growth strategy through international and domestic route expansion. At the same time, the airline is working hard to cut... -
Lesser Antilles Lines (B)
Strategy & Execution Case Study5.00View Details The case is a continuation of Lesser Antilles Lines (UV0351) which describes the price competition between two duopolistic shipping companies facing inelastic... -
The Curious Case of the Disputed Rabbits
Technology & Operations Case Study11.95View Details Service systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet customers demand...
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Use Your Customer Data to Actually Help Your Customers
Technology & Operations Digital ArticleWhat if consumers were eager to share their information? -
The Sales Learning Curve
Operations and supply chain management Magazine ArticleBecause new-product launches often take longer and cost more than expected, many promising offerings are prematurely aborted. Smart companies give themselves time and money enough to climb the sales learning curve before ramping up the sales force. -
Reed Supermarkets: A New Wave of Competitors
Sales & Marketing Case Study8.95View Details Reed Supermarkets is a high-end supermarket chain with operations in several Midwestern states. Meredith Collins, vice president of marketing, visits... -
Why the Apple Watch Is a Gift to the Swiss Watch Industry
Competitive strategy Digital ArticleIt’s the new Swatch. -
How Our Hotel Used Data to Make Our Laundry Service Glamorous
Customer service Digital ArticleA source of customer complaints became a source of revenue. -
The Ultimately Accountable Job: Leading Today’s Sales Organization
Organizational transformation Magazine ArticleNew demands from customers, rivals, the CEO, and the sales organization itself are changing what it takes to succeed as head of sales. -
The Ways Customers Use Products Have Changed - but Brands Haven't Kept Up
Sales & Marketing Digital ArticleWhat your brand is should stem from how consumers experience it. -
New Ways to Shop in Cyberspace
Customer experience AudioPaul Hemp, HBR senior editor and author of the article “Are You Ready for E-tailing 2.0?” -
Making the Major Sale
Marketing Magazine ArticleAn eight-step process to help companies learn to cope creatively with large and complex selling tasks—and have lasting results. -
Your Customers are Probably Annoyed With You
Sales & Marketing Digital ArticleWhat may seem trivial to you can make or break someone else's experience.