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      • The Art of Being Unreasonable
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  • Books & Resources
    • Eli Broad
      • The Art of Being Unreasonable
    • Greg Secker
    • Jim Collins
    • John Kotter
    • Ken Blanchard
  • Trading Resources
    • Bank Interest Rates

Tag: customers

When to Disappoint Your Customers

Jul 31, 2012seka2347External Videosbusiness, customer, customers, frances, frei, harvard, hbr, marketing, publishing, review, school, service

Frances Frei, Harvard Business School professor, explains why trying to offer great customer service so often backfires. Category: People & Blogs Uploaded by: HarvardBusiness Hosted: youtube

How Starbucks Trains Customers to Behave

May 9, 2012seka23471 CommentExternal Videosanne, business, customer, customers, harvard, hbr, marketing, morriss, publishing, review, school, service, starbucks

Anne Morriss, managing director of the Concire Leadership Institute, explains how the coffee giant increased efficiency and satisfaction by treating customers like employees. Category: People & BlogsUploaded by: HarvardBusinessHosted: youtube

Failing to Success

Apr 17, 2012seka2347External Videosbusiness, customers, decision, doug, harvard, hbr, innovation, joe's, making, publishing, rauch, review, risk, school, trader

Doug Rauch, former president of Trader Joe’s, explains that delighting customers in new ways only happens when you take risks. Category: People & BlogsUploaded by: HarvardBusinessHosted: youtube

Turn Customers into Promoters

Feb 15, 2012seka2347External Videosbusiness, customers, fred, harvard, hbr, marketing, reichheld, review, sales, school

Fred Reichheld, fellow and founder of the loyalty practice at Bain & Company, explains how Apple builds loyalty. Category: People & BlogsUploaded by: HarvardBusinessHosted: youtube

Consumer Psychology in a Recession

Mar 23, 2009seka2347External Videosbusiness, consumer, customers, downturn, harvard, john, marketing, psychology, publishing, quelch, recession, school, strategy

An interview with John Quelch, Professor, Harvard Business School. In a tough economy, companies can succeed if they understand their customers’ evolving consumption patterns and fine-tune their marketing strategies accordingly. Category: People & BlogsUploaded by: HarvardBusinessHosted: youtube

Fluevog’s Open-Source Footwear

Mar 11, 2009seka2347External Videosbill, customers, fluevog, innovation, john, strategy, taylor

From Bill Taylor’s Practically Radical Blog at HarvardBusiness.org. In lean times, there’s nothing more valuable than a great new product idea. Why not invite your customers to share their creativity with your company — and turn the best ideas into actual products! That’s what legendary shoe designer John Fluevog has done, with a project he…

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