More from the Author

• Article | MIT Sloan Management Review

  The Magic That Makes Customer Experiences Stick

  Stefan H. Thomke

  Why do some customer experiences have that magical "wow" factor, making them all destined for success, while others get few, if any, enthusiastic customer responses? How would we "design" a great customer experience? These are some of the questions that the article addresses.

  Keywords: customer experience; Emotion; innovation; experimentation; storytelling; Customer Satisfaction; Emotions; Design; Innovation and Invention;

  Citation:

  Thomke, Stefan H. "The Magic That Makes Customer Experiences Stick." MIT Sloan Management Review 61, no. 1 (Fall 2019).  View Details

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• Case | HBS Case Collection | August 2019

  Essential Explorations at MUJI

  Tomomichi Amano, Das Narayandas, Naoko Jinjo and Akiko Kanno

  Citation:

  Amano, Tomomichi, Das Narayandas, Naoko Jinjo, and Akiko Kanno. "Essential Explorations at MUJI." Harvard Business School Case 520-024, August 2019.  View Details

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• Case | HBS Case Collection | April 2019 (Revised June 2019)

  Raksul

  Scott Duke Kominers, Masahiro Kotosaka, Nobuo Sato and Akiko Kanno

  Raksul, 2018 Forbes Japan "Startup of the Year," ran an e-commerce platform drawing upon thousands of individual suppliers. Launched as a business-to-business printing services marketplace, Raksul had recently expanded to operate both a logistics/delivery marketplace and a television advertising marketplace. Each marketplace faces its own growth challenges; at the same time, the CEO must consider whether and how each marketplace can enhance the others.

  Keywords: e-commerce; marketplace design; B2B; platform strategy; printing; Entrepreneurship; Market Platforms; Logistics; Advertising; Growth and Development Strategy; Industry Structures; Web Services Industry; Japan;

  Citation:

  Kominers, Scott Duke, Masahiro Kotosaka, Nobuo Sato, and Akiko Kanno. "Raksul." Harvard Business School Case 819-115, April 2019. (Revised June 2019.)  View Details

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