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Empowering Customers with Mobile Applications: How To Boost Your Company's Image Using Social Technologies
Bernoff, Josh; Schadler, TedBook Chapter HBS-7033BC-EIncreasingly, your customers are turning to their mobile devices to find information about your company's products and services-and they expect you to be there to help them. You have a choice to make: You can align yourself with these customers, empowering them with mobile offers, mobile information, and mobile customer service, or you can let them find whatever happens to come their way via the Internet. Mobile web users-the "mass mavens" who sp...Starting at €8.20
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Delivering Groundswell Customer Service: Using Social Technologies to Harness the Marketing Power of Your Frontline Employees
Bernoff, Josh; Schadler, TedBook Chapter HBS-7026BC-EBecause customers talk, customer service is marketing. Even one negative customer experience, broadcast on Twitter, retweeted, commented on, and forwarded to countless other customers or potential customers, can destroy your company's reputation. According to authors Josh Bernoff-coauthor of "Groundswell"-and Ted Schadler, this means employees must treat each customer as a potential influencer, reaching out though channels like Twitter, Facebook,...Starting at €8.20
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Do-It-Yourself Technology Fuels the HERO Compact: How Employees, Management, and IT Can Collaborate on Technology-Based Innovations
Bernoff, Josh; Schadler, TedBook Chapter HBS-7042BC-EIn a business powered by HEROes-Highly Empowered and Resourceful Operatives- employees are a continuous force for innovation in service of customers. But it takes three groups working together to make this customer-focused innovation possible and safe: IT, management, and the HEROes themselves. HEROes must understand what customers need, but live within your company's rules. Managers must make customer-focused innovation a priority. And your comp...Starting at €8.20
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Shamrock Capital: Pricing the Masters of Taylor Swift
Schill, Michael J.Case DARDEN-F-2050-EFinanceThis case examines the 2020 pricing decision for the master recordings of Taylor Swift’s first six albums in consideration of a sale of the recordings by music executive Scooter Braun to Shamrock Capital (Shamrock), an investment company owned by the Roy E. Disney family. Swift, the most listened-to musician in the world, had expressed displeasure with Braun’s ownership of her masters and a desire to own the recordings herself—even threatening to...Starting at €8.20
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Empowered
Bernoff, Josh; Schadler, TedArticle HBS-R1007H-ELeadership and People ManagementAfter his guitar was broken on a United Air Lines flight and the airline rejected his damage claim, musician Dave Carroll made the YouTube video "United Breaks Guitars," which more than 8 million people have viewed. Carroll is far from alone in having employed social media to lambaste a company for poor customer service. For example, one popular blogger advised her million-plus followers on Twitter not to buy Maytag appliances. But the very techn...Starting at €8.20
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American Greetings - Teaching Note
Schill, Michael J.Teaching Note DARDEN-F-1693TN-EFinanceTeaching note for product F-1693Starting at €0.00
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Trade Credit
Schill, Michael J.Technical Note DARDEN-F-1941-EFinanceWhen businesses deliver a product or service, they often forgo receiving immediate cash payment and allow their customers to pay later. Such payment terms are called trade credit. While trade credit fosters sales to existing and new customers, such credit is not free. The cost of trade credit to sellers is twofold: it creates repayment uncertainty and it increases the seller’s financing cost. By extending trade credit, sellers effectively take on...Starting at €8.20
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Mary Washington Pediatrics - Teaching Note
Schill, Michael J.Teaching Note DARDEN-F-1877TN-EFinanceTeaching note for product F-1877Starting at €0.00
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Mary Washington Pediatrics
Schill, Michael J.Case DARDEN-F-1877-EFinanceThis case follows the 2017 acquisition valuation of Mary Washington Pediatrics in Northern Virginia by two pediatricians, Natalia Juarez and Kirsten Atwood. The case provides a simple context for discussing approaches for enterprise valuation, including discounted cash flow (DCF) and transaction multiples methods. Students are encouraged to critique a financial forecast for the practice using the current performance of the target company and othe...Starting at €8.20
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Helping HEROes Collaborate: Fostering Employee-Driven Innovation with Information-Sharing Technology
Bernoff, Josh; Schadler, TedBook Chapter HBS-7043BC-EIn a company that systematically encourages employee HEROes-Highly Empowered and Resourceful Operatives-collaboration is essential; HEROes need to work together. People use information-sharing software and social collaboration systems to find other people or key information, and each leads to the other. In this chapter, authors Josh Bernoff-coauthor of "Groundswell"-and Ted Schadler examine these two key sides of collaboration: people and informa...Starting at €8.20