Creating a CustomerCentered Organization A Harvard Business Review Insight Center Report CONTENTS 1 3 5 7 9 11 13 15 17 19 21 23 Create Brand Superfans Matthew Rhoden How Philips Uses Net Promoter Scores to Understand Customers Suhail Khan What Zipcar Can Teach the S&P 500 Stephen Wunker How Fidelity Used Design Thinking to Perfect Its Website Frederick S. Leichter The Coming Point-of-Sale Revolution Grant McCracken Using Mobile Phones to Capture Customer Experiences Emma Macdonald, Hugh Wilson
Words: 18324 - Pages: 74
Table of Contents WELCOME FROM ACADEMIC PROGRAM DIRECTOR ............................................................................ 1 MEET THE FACULTY................................................................................................................................... 2 ORIENTATION SCHEDULE ....................................................................................................................... 10 ACADEMIC CALENDAR ................................................
Words: 17730 - Pages: 71
Arthur Avery Mr. Billing English February 24, 2013 Future Autobiography of Arthur M. Avery What a glorious day my sixtieth birthday. It is a beautiful morning, the birds are chirping and the sun is shining, warming the winter air. I get up from my bed from the gentle urging of my robot Janice. She awakens me with a cup of coffee and some strawberries. “Good morning Arthur, it’s time to get up and prepare for your birthday. I have contacted all of your family and friends and they will attend
Words: 2930 - Pages: 12
Green marketing From Wikipedia, the free encyclopedia Jump to |Marketing | |Key concepts | |Product marketing | |Pricing | |Distribution | |Service
Words: 3563 - Pages: 15
The consumer potential of Collaborative Consumption Identifying (the) motives of Dutch collaborative consumers & Measuring the consumer potential of Collaborative Consumption within the municipality of Amsterdam ECTS: 45 Supervisor: Dr. Mendel Giezen Second reader: Dr. Frank van Laerhoven Author: Pieter van de Glind Blancefloorstraat 17-2 1055 TC Amsterdam The Netherlands Pieter1987@Gmail.com St. N. 3845494 Research MSc in Sustainable Development – Environmental Governance Faculty of Geosciences
Words: 37303 - Pages: 150
BA 380N: OPERATIONS Management Fall 2012 SYLLABUS Rev. August 5, 2012 Professor Edward Anderson Office: CBA 3.430 Phone: 471-6394 e-mail: Edward.Anderson@mccombs.utexas.edu Office Hours: By appointment Mail Box: IROM Dept., CBA 5.202 Fax: 471-0587 Web: All web material is at www.EdAnderson.org or can be reached via Blackboard. Personal/Research Web: www.EdAnderson.org COURSE DESCRIPTION Operations Management involves those aspects of your firm that provide the goods or services in your firm’s
Words: 3508 - Pages: 15
Bentley University McCallum Graduate School of Business Administration GS601-100 Strategic Information Fundamentals Spring 2012 Syllabus & Schedule as of January 3, 2012 Professor: Dennis Anderson Office: Smith 402 Email: danderson@bentley.edu Office Phone: 781 891 2238 Class Times: Section 100: Monday, 7:30 - 9:50 pm Office Hours: For quick/easy questions, send me an email. For tough questions, career advice and other matters, face to face is better,
Words: 7908 - Pages: 32
The split of Insurance Products and Services in the Market Place E-1600 Economics of Business Professor R. Wayland Authors Steven Washburn Glenn Tam Derio Chan Anupam Raman Robert Rothschild Varun Malhotra Tiffany Hart December 9, 2014 Hypothesis On several levels, the Internet and related advances in technology have significantly affected financial services broadly, and insurance markets more specifically. When combined with globalization and regulatory reform, these advances
Words: 3741 - Pages: 15
www.hbr.org Extensive study of the world’s best service companies reveals the principles on which they’re built. The Four Things a Service Business Must Get Right by Frances X. Frei Included with this full-text Harvard Business Review article: 1 Article Summary The Idea in Brief—the core idea The Idea in Practice—putting the idea to work 2 The Four Things a Service Business Must Get Right 13 Further Reading A list of related materials, with annotations to guide further exploration
Words: 8606 - Pages: 35
M A R C H 2 014 Are you ready for the resource revolution? Stefan Heck and Matt Rogers Meeting increasing global demand requires dramatically improving resource productivity. Yet technological advances mean companies have an extraordinary opportunity not only to meet that challenge but to spark the next industrial revolution as well. Most cars spend more than 95 percent of their time sitting in garages or parking lots. When in use, the average occupancy per vehicle is well below two people
Words: 4742 - Pages: 19
