Customer Insights

Customer Data and Privacy: The Insights You Need from Harvard Business Review will help you understand the tangled interdependencies and complexities and develop strategies that allow your company to be good stewards, collecting, using, and storing customer data responsibly.

In The Customer Connection: Life Lessons from Behind the Chair, you’ll embark on a transformative journey into the world of a seasoned “hairapist,” where the salon chair becomes a unique vantage point for understanding human nature.

Every business knows that the best customer is a happy customer. They return again and again, bring their friends, and deliver tons of free advertising via word of mouth and social media. But in order to grow that loyal base, you must be aware of your customers’ needs. Drawing on the latest research in the exploding field of positive psychology, Columbia Business School marketing professor Bernd Schmitt offers three unique approaches any business can use to turn a casual customer into a committed fan.

These are true stories of winners and losers in the quest for superior service. Who wins? Who loses? It's up to you! Benchmark the best service innovations (Chapter 5: Generating New Ideas). Discover how to keep your customers happy, loyal, and buying more (Chapter 10: Building Up Your Business). Find out who makes the biggest mistakes in service and what you must avoid (Chapter 13: The Infinite Absurdity Awards).