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The Age of Customer Capitalism
Leadership & Managing People Magazine ArticleModern capitalism can be broken down into two major eras. The first, managerial capitalism, began in 1932 and was defined by the then radical notion that... -
Customer Service in a Crisis
Rene Carayol of Cass Business School explains how First Direct's commitment to customer service saved a life on 9/11. -
Rethinking Marketing
Sales & Marketing Magazine ArticleCompanies have never before had such powerful technologies for understanding and interacting with customers. Yet too many firms operate as if they're... -
Have Remote Employees Lost Touch with Customers' Needs?
Leadership & Managing People Digital ArticleThree ways leaders can bring customers to life for teams who don't regularly interact with them. -
The New Science of Customer Emotions
Strategy & Execution VideoThey can be a source of competitive advantage and growth. -
How Brand Building and Performance Marketing Can Work Together
Brand management Magazine ArticleWith the right metrics, you can increase the return on both. -
How Midsize Companies Can Repair Damaged Customer Relationships
Leadership & Managing People Digital ArticleToo often, scaling up comes at the cost of customer satisfaction - but it doesn't have to. -
"Over Time, the Market Will Demand this Information"
Strategy & Execution SpotlightVanguard, the mutual fund company known for its low-cost index funds, frequently shows up on lists of organizations with the most-loyal customers--and... -
Genpact CEO Tiger Tyagarajan: AI Is Getting Good, But Still Can't Replace Human Curiosity
Global Business Digital ArticleIf developed the right way, technology will augment-not replace-human labor. -
Marketing Myopia
Strategy & Execution Magazine ArticleAt some point in its development, every industry can be considered a growth industry, based on the apparent superiority of its product. But in case after... -
Design Thinking
Strategy & Execution HBR BestsellerIn the past, design has most often occurred fairly far downstream in the development process and has focused on making new products aesthetically attractive... -
Lessons on Customer Engagement from Fan Controlled Football
Innovation Digital ArticleThe esports venture uses blockchain to let fans call the shots in real time. -
Rediscover Your Company's Humanity
Sales & Marketing Digital ArticleEmpathy can help businesses become truly customer-centric. -
4 Steps to Creating a Strategy in an Uncertain World
Strategy & Execution Digital ArticleFocus less on what your company can do and reimagine what it could do. -
How Our Hotel Chain Uses Data to Find Problems and Humans to Fix Them
Sales & Marketing Digital ArticleThe combination of analytics and human insight can improve the guest experience. -
Turn Your Idea into Reality
Scott Anthony, managing partner at Innosight, offers advice for navigating the crucial early stage of innovation. -
How Inclusive Brands Fuel Growth
Sales & Marketing Magazine ArticleYears before the Barbie movie phenomenon, leaders at Mattel became concerned that consumer perceptions of the famous doll were out of sync with demographic... -
Northwestern Mutual's Ed Zore on Staying Relevant to Customers
Sales & Marketing Magazine ArticleEd Zore is the CEO of Northwestern Mutual, a highly admired 150-year-old insurer. Relevance, not innovation, matters most to customers, he says, and should... -
The CEO of ADM on Expanding Its Focus from Commodities to Consumers
Business management Magazine ArticleHow the agricultural products company moved into value-added nutrition -
Lincoln Center CEO Henry Timms on New Models for Effective Leadership
Business and society Digital Article“New power” is about circulating new ideas for anyone and everyone to interpret and build on – rather than being controlled by a centralized organization.
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AccorHotels and the Digital Transformation: Enriching Experiences through Content Strategies along the Customer Journey
Sales & Marketing Case Study11.95View Details The case focuses on AccorHotels' ambitious digital transformation, aiming to put the customer back at the center of its strategy and operations. Responding... -
Reorganize for Resilience: Putting Customers at the Center of Your Business
38.00View Details In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies... -
Hyper Island: A Creative Business School's Disruptive Maneuvers to Hold its Ground in the Education Landscape (A)
Management Case Study11.95View Details Set in two parts the case documents the manoeuvres of a creative digital business school, Hyper Island (HI). Part A is set in December 2019 and narrates... -
Allianz Turkey: Focus on the Customer (A)
Strategy & Execution Case Study11.95View Details At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated... -
Design Thinking and Innovation at Apple
Innovation & Entrepreneurship Case Study11.95View Details Describes Apple's approach to innovation, management, and design thinking. For several years, Apple has been ranked as the most innovative company in... -
Polaroid-Kodak (B1)
Strategy & Execution Case Study11.95View Details Describes additional events in battle between Polaroid and Kodak outlined in Polaroid-Kodak. Includes the competitive actions taken by the companies such... -
Porcini's Pronto: "Great Italian cuisine without the wait!"
Technology & Operations Case Study8.95View Details Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known... -
British Airways: Using Information Systems to Better Serve the Customer
Technology & Operations Case Study11.95View Details Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer... -
JUMBO Group: Transformation Recipe for Building and Scaling a Smart F&B Business
Management Case Study11.95View Details It has been a bumpy few years since 2020 for JUMBO Group CEO and Executive Director Ang Kiam Meng. JUMBO Group, like many other firms in the food and... -
Chilli Beans: Peace, Love, and Sunglasses
Sales & Marketing Case Study11.95View Details This case illustrates how Chilli Beans became the most popular sunglasses retailer in Brazil and the issues it faced when expanding into the U.S. -
The Louvre
Sales & Marketing Case Study11.95View Details Once a royal residence and today one of the most photographed Parisian landmarks, the Louvre, home of iconic masterpieces, was the world's largest and... -
The Maggi Noodle Safety Crisis in India (B)
Finance & Accounting Case Study5.00View Details The local government in Delhi has ordered a ban on Nestlé's flagship product in India - Maggi Noodles, citing excessive lead content per government lab... -
General Electric vs. Westinghouse in Large Turbine Generators (A)
Strategy & Execution Case Study11.95View Details Describes the U.S. large turbine generator industry in early 1963, a period of severe price cutting and depressed industry conditions. Presents data to... -
Delivering the Goods at Shippo
Innovation & Entrepreneurship Case Study11.95View Details Laura Behrens Wu, CEO of software start-up Shippo, prepares her pitch for a Series A funding round following a successful seed round. Customer adoption... -
Singapore Airlines: Premium Goes Multi-Brand
Sales & Marketing Case Study11.95View Details Singapore Airlines had long been considered the gold standard for its innovative customer service. However, the company was faced with new sources of... -
Filene's Basement: Inside a Fired Customer's Relationship
Sales & Marketing Case Study11.95View Details How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's... -
Keroche (E): Considering Additional Capacity
Strategy & Execution Case Study5.00View Details This case describes Keroche's growth after entering the beer business in 2008. Although the company was operating at full capacity and not able to fulfill... -
America Online: Using Information Technology to Better Serve the Customer
Technology & Operations Case Study11.95View Details Mike Connors, president of AOL Technologies, examines several efforts to correct operational problems inhibiting the company's growth. What will need... -
Siemens Key Account Management: Lost in Central Asia?
Strategy & Execution Case Study11.95View Details Siemens AG has adapted its business processes and internal structure to the expected future competitive environment in order to make the company faster,... -
Bombardier and Alstom: The Acela Express
Sales & Marketing Case Study11.95View Details This case charts the process of the souring of the Acela Express, a joint venture of Alstom and Bombardier with Amtrak, the US rail passenger service....
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The Age of Customer Capitalism
Leadership & Managing People Magazine ArticleModern capitalism can be broken down into two major eras. The first, managerial capitalism, began in 1932 and was defined by the then radical notion that... -
Customer Service in a Crisis
Rene Carayol of Cass Business School explains how First Direct's commitment to customer service saved a life on 9/11. -
Rethinking Marketing
Sales & Marketing Magazine ArticleCompanies have never before had such powerful technologies for understanding and interacting with customers. Yet too many firms operate as if they're... -
Have Remote Employees Lost Touch with Customers' Needs?
Leadership & Managing People Digital ArticleThree ways leaders can bring customers to life for teams who don't regularly interact with them. -
AccorHotels and the Digital Transformation: Enriching Experiences through Content Strategies along the Customer Journey
Sales & Marketing Case Study11.95View Details The case focuses on AccorHotels' ambitious digital transformation, aiming to put the customer back at the center of its strategy and operations. Responding... -
Reorganize for Resilience: Putting Customers at the Center of Your Business
38.00View Details In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies... -
The New Science of Customer Emotions
Strategy & Execution VideoThey can be a source of competitive advantage and growth. -
Harvard Business Review, September/October 2023
Leadership & Managing People Magazine Issue19.95View Details Harvard Business Review publishes new and authoritative ideas for improving the practice of management. Written by leading business thinkers and executives,... -
Hyper Island: A Creative Business School's Disruptive Maneuvers to Hold its Ground in the Education Landscape (A)
Management Case Study11.95View Details Set in two parts the case documents the manoeuvres of a creative digital business school, Hyper Island (HI). Part A is set in December 2019 and narrates... -
Allianz Turkey: Focus on the Customer (A)
Strategy & Execution Case Study11.95View Details At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated...