Special Report: Customer Service

keiningham-1000

The High Price of Customer Satisfaction

Misguided attempts to improve satisfaction can damage a company’s financial health.

gloor-1000

Reading Global Clients’ Signals

Big data analysis can help geographically distributed companies monitor customer satisfaction.

noble-1000

What Unhappy Customers Want

Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.

customer-voice-1000

From the Editor: How Important Is the Customer’s Voice?

It’s easy to say customer satisfaction is very important – but harder to put that into practice.

advertisement

Elements of Strategy

Open access brought to you by strategic-logo-250×58

These strategy and innovation articles from the MIT Sloan Management Review archives provide frameworks for various steps in the process of strategy development and execution. For a limited time, complimentary access to these six articles is available to all site visitors.

Home
Home
Home

Which Strategy When?

Managers must figure out when it’s best to pursue strategies of position, leverage or opportunity.

Home
Home
Home

advertisement


The Value of C-Suite Recognition

Elevating Data, Analytics to the C-Suite

March 25, 2014 | Douglas Hague (Bank of America Merchant Services) interviewed by Renee Boucher Ferguson

The former senior vice president of vendor analytics at Bank of America is now chief analytics officer at Bank of America Merchant Services. While Merchant Services is technically a separate business, Douglas Hague’s ascension to the C-suite is notable in that it’s one of the first analytics roles to report directly to the CEO at Bank of America Merchant Services. That has some implications for strategy and for long-term planning.

New in Big Ideas

Leading the Sustainability Insurgency

Until recently, CSR executives have focused mainly on outward-facing programs that “talk the talk” of sustainability. But modern CSR directors are rebelling against this superficial model and engaging corporate culture at a deeper level toward more sustainable business practices.

Rent The Runway: Organizing Around Analytics

For the fashionista who lacks the budget to buy fabulous designer dresses, there’s a solution: Rent one.

Rent The Runway rents occasion dresses. The company caters to its fashion forward clientele through unique services, including on-call stylist advice and customer’s “style moment” photos, parsed by measurements.

These services are, in no small measure, what sets Rent The Runway apart from its small pool of competitors. They’re are also driven by data and analytics.

advertisement

International Leadership

Growing a business in far away regions demands new kinds of management thinking. These articles examine some of the best strategies for leading internationally.

Home
Home
Home
Home
Home
Home
advertisement