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

JUNE 28, 2018

Conversely, when teams and organizations enjoy too much harmony, they will gravitate toward inaction and complacency, which, as Clayton Christensen noted 20 years ago in The Innovator’s Dilemma , will breed decline and extinction. Loyalty is a powerful source of resilience, as religious groups, movements, and families have always known.

Creativity 13

Creativity Team Christensen Innovation 13

Harvard Business Review

AUGUST 16, 2017

In the model described by Clayton Christensen, a new entrant offers substitute products using technology that is cheaper but initially inferior to products offered by mature incumbents. Both companies were led by visionaries, both offer high-end versions of commodity products, and both enjoy fierce loyalty from customers.

Supply Chain 11

Supply Chain Automotive Disruptive Innovation Transportation 11

Harvard Business Review

MARCH 14, 2017

Loyalty programs have proliferated across travel, retail, financial services, and other economic sectors. household participates in 29 different loyalty programs, according to the 2015 Colloquy Loyalty Census. Loyalty programs are ripe for some kind of disruptive innovation that would make them easier to use.

Loyalty 12

Loyalty Customer Loyalty Travel Hotels 12

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

JANUARY 16, 2014

As Harvard Business School professor Clay Christensen described in his mega-bestseller How Will You Measure Your Life? (with Karen Dillon and James Allworth), the ROI of work is immediately apparent. Grappling with divided loyalties can be challenging. “It But, of course, it was possible.

Christensen 14

Christensen Gilbert Short-term Long-term 14

Harvard Business Review

JANUARY 29, 2013

That's Clayton Christensen's famous contribution to strategy , and you can certainly see elements of it in Apple's story. True, none of the company's three huge successes of the past 11 years (the iPod, the iPhone, and the iPad) really fit Christensen's classic disruption model of starting at the low end and moving upmarket.

Strategy 9

Strategy Porter Christensen Mauborgne 9