Retail
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- 06 Jul 2020
- Research & Ideas
The Right Way to Manage Customer Churn for Maximum Profit
Many companies actively manage customer churn but aren't seeking out the best customers to retain, warns Sunil Gupta. Open for comment; Comment(s) posted.
- 16 Jun 2020
- Research & Ideas
Your Customers Have Changed. Here's How to Engage Them Again.
The coronavirus makes your customers less able and less willing to spend than before. How should you re-engage with them? Advice from Rohit Deshpandé and colleagues. Open for comment; Comment(s) posted.
- 01 Jun 2020
- What Do You Think?
Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?
James Heskett's readers have little sympathy for Amazon's loss of market share during the pandemic. Has the organization lost its ability to learn? Open for comment; Comment(s) posted.
- 19 May 2020
- Research & Ideas
Why Privacy Protection Notices Turn Off Shoppers
It seems counterintuitive, but website privacy protection notices appear to discourage shoppers from buying, according to Leslie John. Open for comment; Comment(s) posted.
- 09 Mar 2020
- Research & Ideas
Warring Algorithms Could Be Driving Up Consumer Prices
Companies increasingly use software to conduct rapid price changes. Alexander MacKay explains why firms might benefit but consumers should be worried. Open for comment; Comment(s) posted.
- 06 Feb 2020
- Research & Ideas
What We Learned from Reading Jeff Bezos’ Patents
By studying Jeff Bezos' personal patent records, Tricia Gregg and Boris Groysberg offer a unique glimpse into Amazon's strategy. Open for comment; Comment(s) posted.
- 28 Jan 2020
- Working Paper Summaries
Does Apple Anchor a Shopping Mall? The Effect of the Technology Stores on the Formation of Market Structure
Anchor stores are the key tenants in a mall, occupying most of the gross leasable area and generating much of the foot traffic. This research provides a framework to understand why new and traditional anchor stores join a shopping mall and how their decisions affect mall configuration.
- 17 Dec 2019
- Cold Call Podcast
Under Pressure, Oxxo Rethinks the Convenience Store
Mexican convenience store chain Oxxo dominated its market—until its chief rival doubled in size almost overnight. Professor Tatiana Sandino discusses her recent case study CEO Eduardo Padilla's response. Open for comment; Comment(s) posted.
- 17 Dec 2019
- Working Paper Summaries
Does Apple Anchor a Shopping Mall? The Effect of the Technology Stores on the Formation of Market Structure
How do technology stores, particularly those owned by Apple and Microsoft, affect retail sales and market dynamics at malls? Through modeling and simulation, the authors found that these stores helped malls draw more high-income consumers, supporting the entry of upscale stores and exit of midscale and discount stores.
- 09 Dec 2019
- Research & Ideas
Identify Great Customers from Their First Purchase
Using data from their very first transaction, companies can identify shoppers who will create the best long-term value, says Eva Ascarza. Open for comment; Comment(s) posted.
- 27 Nov 2019
- Sharpening Your Skills
Secrets for Creating a Long-Lasting Brand
Brands can be magic in the marketplace. But just what are the components of a great brand? How do you build one? And how do they survive over time? Open for comment; Comment(s) posted.
- 28 Oct 2019
- Research & Ideas
Brick-and-Mortar Stores Are Making a Comeback
Left for dead alongside the retail highway, physical stores are suddenly finding new ways to compete, say Jill Avery and Antonio Moreno. Open for comment; Comment(s) posted.
- 07 Oct 2019
- Sharpening Your Skills
How Companies Can Make Up with (Very) Unhappy Customers
It happens to the best of companies. One fine day a public relations nightmare explodes and shatters your hard-won trust with customers. What should you do next? Open for comment; Comment(s) posted.
- 02 Oct 2019
- What Do You Think?
What Grade Would You Give Walmart CEO Doug McMillon?
SUMMING UP: James Heskett's readers gave Walmart high marks for its response to gun violence but suggested the company could have been even more proactive. Open for comment; Comment(s) posted.
- 11 Jul 2019
- Sharpening Your Skills
Deconstructing 'Customer Experience'
Providing great customer service is no longer the responsibility of just one department. Today it's called "customer experience," and everyone in the company is responsible for exceeding expectations. Open for comment; Comment(s) posted.
- 07 Jul 2019
- HBS Case
Walmart's Workforce of the Future
A case study by William Kerr explores Walmart's plans for future workforce makeup and training, and its search for opportunities from digital infrastructure and automation. Open for comment; Comment(s) posted.
- 27 Jun 2019
- Working Paper Summaries
The Effect of Payment Choices on Online Retail: Evidence from the 2016 Indian Demonetization
Online sellers in many emerging markets are in the early stages of a shift from cash-based payments to digital payments. Findings from this study of a leading Indian online retailer show that firms may enjoy gains from consumer demand on top of operational gains resulting from payment digitization.
- 26 Jun 2019
- Research & Ideas
Why the US-China Tariff Standoff Hurts American Companies More
US exporters have been slashing the prices of goods they sell to China to offset higher trade costs, but Chinese exporters are passing those costs to American companies, research by Alberto F. Cavallo says. Open for comment; Comment(s) posted.
- 21 May 2019
- Cold Call Podcast
If the Key to Business Success Is Focus, Why Does Amazon Work?
Sunil Gupta explores the infiltration of Amazon into dozens of industries including web services, grocery, and movie production. What’s the big plan? Is the company spread too thin? Open for comment; Comment(s) posted.
COVID-19 and the Workplace: Implications, Issues, and Insights for Future Research and Action
Assembling a large, diverse team of researchers to make sense of COVID-19’s impact on issues of work and organizational psychology, this project explores changes that are unfolding for practitioners and human resources professionals.