HBR » Customer service
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Harvard Business Review is the leading destination for smart management thinking. Through the flagship magazine, Harvard Business Review provides professionals around the world with rigorous insights and best practices to lead themselves and their organizations more effectively and to make a positive impact. Read more about customer care, conversations, issue solving and more!
HBR » Customer service
5d ago
This post is part of the HBR Forum, The Future of Retail. Doug Rauch, the former president of Trader Joe's, visited my Service Operations class at MIT ..read more
HBR » Customer service
5d ago
A basic prerequisite for business success is to know — really know — your customers. There’s a variety of traditional research methods aimed at better understanding customers: usage analysis, conjoint analysis, cluster analysis, roundtables, panels. But there are a few reasons why traditional research sometimes fails to deliver: 1) Customers don’t always say what is ..read more
HBR » Customer service
5d ago
Lessons from an American Express exec who threw out the script ..read more
HBR » Customer service
2w ago
A decade ago, many observers predicted Caterpillar's demise. Yet today the company's overall share of the world market for construction and mining equipment ..read more
HBR » Customer service
2w ago
Consultant Frank Rohde describes a system for evaluating frontline workers' interactions with customers ..read more
HBR » Customer service
2w ago
Harrah's Entertainment may not offer the most dazzling casinos in the business, but it is the most profitable gaming company in the United States. Since ..read more
HBR » Customer service
2w ago
Consumers are up in arms. From airlines to banks to telecoms, companies are gouging us in our moment of need, piling shady fees on top of mediocre service ..read more