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How Our Hotel Used Data to Make Our Laundry Service Glamorous
Customer service Digital ArticleA source of customer complaints became a source of revenue. -
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,... -
Breaking the Trade-Off Between Efficiency and Service
Technology & Operations Magazine ArticleFor manufacturers, customers are the open wallets at the end of the supply chain. But for most service businesses, they are key inputs to the production... -
What to Know Before You Sign a Payment-by-Results Contract
Sales & Marketing Digital ArticleIt often leaves vendors and customers feeling dissatisfied. -
Unlock the Mysteries of Your Customer Relationships
Marketing Magazine ArticleAre you connecting with consumers the way they want you to? -
How to Talk to a Grieving Customer
Sales & Marketing Digital ArticleBe compassionate, be helpful, be kind. -
Don't Take Calls, Make Contact
Technology & Operations Magazine ArticleAlmost every call center strives to process inquiries and complaints quickly. But by stressing speed over service, centers usually end up annoying customers... -
How B2B Businesses Can Get Omnichannel Sales Right
Digital transformation Digital ArticleBuyers expect the same level of service and flexibility as when they shop in their personal lives. -
Using Mobile Phones to Capture Customer Experiences
Sales & Marketing Digital ArticleThis post is part of Creating a Customer-Centered Organization. How well do you know your customers? We're guessing not as well as you would like to ...... -
Customers' Revenge (HBR Case Study and Commentary)
Sales & Marketing Magazine ArticleVenerable Detroit automaker Atida Motors has a new call center in Bangalore that the company hopes will raise its reputation for customer service. But... -
Service with a Very Big Smile
Customer service Magazine ArticleThe bigger the employee’s smile, the happier the customer. That’s the conclusion of new research from Bowling Green State and Penn State universities. With the help of trained observers, Patricia Barger and Alicia Grandey followed 173 encounters between customers and employees in coffee shops, scoring the employees’ “smile strength” on a scale from “absent” to […] -
What Happened to Goldman Sachs?
Finance and investing Digital ArticleGreg Smith’s resignation op-ed from Goldman Sachs Wednesday raised a zillion questions. What was the back-story? What was with the ping pong? And what’s wrong with being a muppet? But the biggest question would have to be: What happened to Goldman Sachs? Smith wrote that the culture at Goldman had shifted during his 12 years […] -
Exploding the Self-Service Myth
Sales and marketing Magazine ArticleInstead of forcing customers to do all the work, the most successful e-commerce sites are taking over many aspects of the shopping process. -
How Design Thinking Is Improving Patient-Caregiver Conversations
Customer service Digital ArticlePatients want to talk about their treatment in different ways. -
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 Airlines Can Cut Costs - Without Annoying Customers
Strategy & Execution Digital ArticleFrequent flyer miles can incentivize passengers not to use some high-cost services. -
The Value of Customer Experience, Quantified
Sales & Marketing Digital ArticleIt drives revenue - and we know how much. -
How Sales Reps Can Succeed in the Social Era
Customer service Digital ArticleThe best stay attuned to their customers’ signals in the social graph. -
The Coming Point-of-Sale Revolution
Sales & Marketing Digital ArticleThis post is part of Creating a Customer-Centered Organization. My wife and I recently paid a visit to the new Whole Foods in Stamford, Connecticut. In... -
A Simple Way to Measure Health Care Outcomes
Finance & Accounting Digital ArticleJust ask the patient.
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Federal Express: The Money Back Guarantee (A)
Technology & Operations Case Study11.95View Details Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem... -
HNA Group: Moving China's Air Transport Industry in a New Direction
Leadership & Managing People Case Study11.95View Details HNA Group, the parent company of Hainan Airlines, was positioning itself to go global and make a mark for itself as the largest private airline in China.... -
Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean
Sales & Marketing Case Study11.95View Details In 2015, Edip Ilkbahar, HBC's founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko... -
The Ritz-Carlton Hotel Company: The Quest for Service Excellence
Technology & Operations Case Study11.95View Details The case examines Ritz's processes, leadership, technology, systems, and people as they align to achieve long term goals. In 1992, the Ritz-Carlton Hotel... -
Pharmacy Service Improvement at CVS (A)
Technology & Operations Case Study11.95View Details CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement... -
Product Development at OPOWER
Innovation & Entrepreneurship Case Study11.95View Details OPOWER, a software startup that helps utilities engage their customers in ways that reduce energy consumption, is scaling rapidly. The company's new head... -
Clean Sweep, Inc.
Leadership & Managing People Case Study11.95View Details This case describes a vacuum cleaner manufacturer whose program for operational improvement includes the development of performance measures. Management... -
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.... -
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... -
Upper Canada Insurance
Technology & Operations Case Study11.95View Details Deborah McDonald of Upper Canada Insurance (Upper Canada) was reviewing several pieces of data she and her team had spent the last month collecting. McDonald... -
BAT Case: Putting Tech Support on the Fast Track
Technology & Operations Case Study11.95View Details Bruce-Alfred Technologies (BAT) has built a successful business selling packaged software. Its marketing has long promised free technical support to all... -
Willow Creek Community Church (A)
Technology & Operations Case Study11.95View Details Describes the historic evolution and current positioning of a Christian church which focuses on the attraction of "unchurched" individuals. Describes... -
Granite Rock Co.
Leadership & Managing People Case Study11.95View Details Granite Rock is an exceptionally well-run company and has consistently gained market share in a commodity business dominated by multinational giants,... -
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... -
Federal Express: The Money Back Guarantee (B)
Technology & Operations Case Study5.00View Details See (A) case. -
Alibris (B)
Technology & Operations Case Study5.00View Details Takes place more than two years after the (A) case. Alibris has weathered the storms and has built a popular, growing business. As the Christmas season... -
Corey Robinson at Sprint Corporation (A)
Leadership & Managing People Case Study11.95View 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... -
Building Brand Community on the Harley-Davidson Posse Ride
Sales & Marketing Case Study11.95View 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... -
Pharmacy Service Improvement at CVS (B)
Technology & Operations Case Study5.00View Details An abstract is not available for this product. -
Maru Batting Center: Customer Lifetime Value
Sales & Marketing Case Study11.95View Details This exercise is one in a series intended to help students learn how to perform financial calculations in marketing contexts. Maru Keitou, a decorated...
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How Our Hotel Used Data to Make Our Laundry Service Glamorous
Customer service Digital ArticleA source of customer complaints became a source of revenue. -
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,... -
Breaking the Trade-Off Between Efficiency and Service
Technology & Operations Magazine ArticleFor manufacturers, customers are the open wallets at the end of the supply chain. But for most service businesses, they are key inputs to the production... -
What to Know Before You Sign a Payment-by-Results Contract
Sales & Marketing Digital ArticleIt often leaves vendors and customers feeling dissatisfied. -
Unlock the Mysteries of Your Customer Relationships
Marketing Magazine ArticleAre you connecting with consumers the way they want you to? -
How to Talk to a Grieving Customer
Sales & Marketing Digital ArticleBe compassionate, be helpful, be kind. -
Federal Express: The Money Back Guarantee (A)
Technology & Operations Case Study11.95View Details Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem... -
HNA Group: Moving China's Air Transport Industry in a New Direction
Leadership & Managing People Case Study11.95View Details HNA Group, the parent company of Hainan Airlines, was positioning itself to go global and make a mark for itself as the largest private airline in China.... -
Don't Take Calls, Make Contact
Technology & Operations Magazine ArticleAlmost every call center strives to process inquiries and complaints quickly. But by stressing speed over service, centers usually end up annoying customers... -
Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean
Sales & Marketing Case Study11.95View Details In 2015, Edip Ilkbahar, HBC's founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko...