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Classwork
Class 6: Program Economics
November 27, 2018This week’s Customer Engagement topic for MBA students was Program Economics: what are the metrics and variables that shape a…
Class 5: Program Design
November 20, 2018This week, we examined two established programs — Macy’s Star Rewards and JCPenney Rewards — to create a Customer Engagement…
Class 4: Customer Psychology
November 16, 2018Psychology is a key piece of successful Customer Engagement programs. In this week’s MBA class, we examined how consumers pursue status, how…
Class 3: Incentives
November 9, 2018A neighborhood deli’s simple punch card system, a successful program that couldn’t save Blockbuster, and the highly-personalized daily offers from…
Class 2: Programs
November 5, 2018Last week, after Harvard Business School professor John Deighton taught the Hilton HHonors case, our discussion on programs ranged from…
Class 1: The Foundations
October 17, 2018Each week, our students evaluate a program, rating its effectiveness for attracting the target audience and forecasting its likely enrollment…
Introduction to Customer Engagement and Loyalty Management
October 9, 2018Our fundamentals class is for first and second year MBA students covering the history of customer engagement, and how to…