
- 19 Jan 2021
- Cold Call Podcast
Engaging Community to Create Proactive, Equitable Public Safety
Saint Paul, Minnesota Mayor Melvin Carter swept into office in 2018 promising equity. He wanted a new public safety framework that would be rooted in community. Then, with the COVID-19 pandemic wiping out much of the city’s budget and the May 2020 killing of George Floyd by a police officer in neighboring Minneapolis sparking calls to defund the police, how would Mayor Carter make these changes happen? Professor Mitch Weiss discusses the challenges and rewards of “possibility government” in his case, "Community-First Public Safety." Open for comment; 0 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.

- 27 Feb 2020
- Sharpening Your Skills
How Following Best Business Practices Can Improve Health Care
Why do Harvard Business School scholars spend so much time and money analyzing health care delivery? Open for comment; Comment(s) posted.

- 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.

- 21 Aug 2019
- Working Paper Summaries
Improving Customer Compatibility with Operational Transparency
Service firms seeking prospective customers usually highlight the advantages of their offerings and downplay the tradeoffs. This study suggests a different approach: Provide transparency into advantages as well as tradeoffs. The transparency helps customers make informed decisions and can lead to better outcomes for both firms and customers over the long run.

- 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.

- 15 Apr 2019
- Research & Ideas
Infographic: Can I Please Speak to an Actual Person?
Customers still want the option to access human help in automated service—even if they don't use it, says research by Michelle A. Shell and Ryan W. Buell. Open for comment; Comment(s) posted.

- 04 Apr 2019
- Cold Call Podcast
Can Mark Zuckerberg Rebuild Trust in Facebook?
Bill George discusses his case study, "Facebook Confronts a Crisis of Trust," including why Zuckerberg handled the crisis as he did, the role of companies in protecting privacy, and the pros and cons of regulation. Open for comment; Comment(s) posted.

- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
Firms increasingly deploy self-service technologies (SSTs) to manage customer interfaces that are inherently stressful. For example, patients may be asked to use kiosks to check themselves into hospitals. This study finds that customer anxiety during SST transactions can reduce customers’ trust in the service provider. Operational design choices may help.

- 04 Mar 2019
- What Do You Think?
What’s the Antidote to Surveillance Capitalism?
SUMMING UP: As companies increasingly build business models around our personal data, what can be done to fight back? James Heskett's readers suggest there are no easy answers. Open for comment; Comment(s) posted.

- 10 Oct 2018
- Research & Ideas
The Legacy of Boaty McBoatface: Beware of Customers Who Vote
Companies that encourage consumers to vote online should be forewarned—they may expect more than you promise, according to research by Michael Norton, Leslie John, and colleagues. Open for comment; Comment(s) posted.

- 20 Dec 2017
- Lessons from the Classroom
How to Design a Better Customer Experience
With the help of LEGO bricks, Stefan Thomke helps business executives discover how design principles can serve as building blocks to create a great customer experience. Open for comment; Comment(s) posted.

- 10 Jul 2017
- Op-Ed
Op-Ed: It’s a Bad Idea to Ban Customers From Recording Videos
With videos of bad business practices routinely going viral, it might be tempting to prohibit customers from recording their surroundings. But banning cameras is the wrong way to go, says Benjamin Edelman. Open for comment; Comment(s) posted.

- 29 Jun 2017
- Research & Ideas
Why Uber Is Worth Saving and How To Do It
For many, Uber is a cautionary tale of corporate hubris gone crazy. But Rosabeth Moss Kanter argues the innovator deserves a second chance. Open for comment; Comment(s) posted.
- 17 Apr 2017
- HBS Case
This Turkish Debt Collector Is Customer-friendly
A Turkish-based company pioneers a kinder, gentler method of collecting debt that Professor Dennis Campbell sees as an international model. Open for comment; Comment(s) posted.
- 11 Nov 2013
- Research & Ideas
A Smarter Way to Reduce Customer Defections
Companies can't afford to lose hard-won customers, but in truth some are more important to keep than others. Recent research by Sunil Gupta and Aurélie Lemmens explains how to find them. Closed for comment; 4 Comment(s) posted.
- 06 Jun 2012
- What Do You Think?
Is Something Wrong with the Way We Work?
Summing Up Who is to blame for our pressure-packed 24/7 work culture? Technology? Globalization? Increasingly demanding customers? Jim Heskett's readers say it's best to first look in the mirror. Closed for comment; 41 Comment(s) posted.
- 26 Sep 2011
- HBS Case
HBS Cases: Lady Gaga
What goes into creating the world's largest pop star? Before her fame hit, Lady Gaga's manager faced decisions that could have derailed the performer's career. A new case by Associate Professor Anita Elberse examines the strategic marketing choices that instead created a global brand. Closed for comment; 28 Comment(s) posted.
- 19 May 2011
- Research & Ideas
Empathy: The Brand Equity of Retail
Retailers can offer great product selection and value, but those who lack empathy for their customers are at risk of losing them, says professor Ananth Raman. Closed for comment; 15 Comment(s) posted.
- 16 May 2011
- Research & Ideas
What Loyalty? High-End Customers are First to Flee
Companies offering top-drawer customer service might have a nasty surprise awaiting them when a new competitor comes to town. Their best customers might be the first to defect. Research by Harvard Business School's Ryan W. Buell, Dennis Campbell, and Frances X. Frei. Key concepts include: Companies that offer high levels of customer service can't expect too much loyalty if a new competitor offers even better service. High-end businesses must avoid complacency and continue to proactively increase relative service levels when they're faced with even the potential threat of increased service competition. Even though high-end customers can be fickle, a company that sustains a superior service position in its local market can attract and retain customers who are more valuable over time. Firms rated lower in service quality are more or less immune from the high-end challenger. Closed for comment; 24 Comment(s) posted.
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.