Harvard Business Review

JANUARY 12, 2017

Roger Martin of Rotman School of Management, Paul Zak of Claremont Graduate University, Clayton Christensen of Harvard Business School, comedian Jerry Seinfeld, and HBR Editor-in-Chief Adi Ignatius respectively discuss customer loyalty, the neuroscience of trust, entrepreneurship in Africa, the source of innovation, and the new, hefty magazine.

Christensen 8

Christensen Customer Loyalty Rogers Loyalty 8

Harvard Business Review

MARCH 1, 2017

By diving into the data, we were able to dramatically reduce customer dissatisfaction, increase customer loyalty, and develop new, differentiating service offerings. Figuring Out What Our Customers Wanted. Fashion and clothing were central to the guest experience — much more so than we had realized.

Hotels 8

Hotels Fashion Budgeting Retail 8

Harvard Business Review

MARCH 14, 2017

Clay Christensen's landmark theory -- in under two minutes. See More Videos > See More Videos > All loyalty programs are vulnerable to a blockchain revolution, but the travel industry is perhaps the most at risk. Related Video. The Explainer: Disruptive Innovation.

Loyalty 12

Loyalty Customer Loyalty Travel Hotels 12

Harvard Business Review

JANUARY 28, 2015

Supplier relationships, brand identity, process coordination, customer loyalty, and many switching costs were all forms of information. But the questions of timing and scale are still the minds of Clay Christensen and Maxwell Wessell in 2012. But every business is an information business, they stressed.

Porter 8

Porter Power Competitive Advantage Film 8