HBR » Customer Experience
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Find new ideas and classic advice for global leaders from the world's best business and management experts. Harvard Business Review provides the best ideas in business and management to help people, organizations, and economies work better.
HBR » Customer Experience
1w ago
While management skills can improve service systems, a manager is better off if he or she first has a clear understanding of the operating characteristics that set one service system apart from another. This author offers one view of services, which, if followed, results in a “rational approach to the rationalization” of services. His view ..read more
HBR » Customer Experience
1w ago
A customer satisfaction guarantee is meaningless if customers must jump through hoops whenever they complain. To satisfy them, it is necessary to make ..read more
HBR » Customer Experience
1w ago
Research suggests that transparency up front will improve customer satisfaction in the long run ..read more
HBR » Customer Experience
2w ago
Fiction writers who specialize in creating dystopian near-futures seem to put a lot of stock in the potential of customer intelligence. As early as 1994 ..read more
HBR » Customer Experience
2w ago
Research suggests it's best to direct people to a private communication channel ..read more
HBR » Customer Experience
2w ago
New data from Ernst & Young suggests it will be an important part of the consumer experience - but not everything ..read more
HBR » Customer Experience
1M ago
Researchers found that it changes both the quantity and content of the feedback ..read more
HBR » Customer Experience
1M ago
Winning trust in regions where payments are made in cash ..read more
HBR » Customer Experience
1M ago
Companies that aim for "zero defections" (keeping every customer they can profitably serve) can make profits rise. Defection rates are both a measure ..read more