Tag: customers

When to Disappoint Your Customers

when to disappoint

Frances Frei, Harvard Business School professor, explains why trying to offer great customer service so often backfires. Category: People & Blogs Uploaded by: HarvardBusiness Hosted: youtube

How Starbucks Trains Customers to Behave

Anne Morriss, managing director of the Concire Leadership Institute, explains how the coffee giant increased efficiency and satisfaction by treating customers like employees. Category: People & BlogsUploaded by: HarvardBusinessHosted: youtube

Failing to Success

Doug Rauch,¬†former president of Trader Joe’s, explains that delighting customers in new ways only happens when you take risks. Category: People & BlogsUploaded by: HarvardBusinessHosted: youtube

Turn Customers into Promoters

Fred Reichheld, fellow and founder of the loyalty practice at Bain & Company, explains how Apple builds loyalty. Category: People & BlogsUploaded by: HarvardBusinessHosted: youtube

Consumer Psychology in a Recession

An interview with John Quelch, Professor, Harvard Business School. In a tough economy, companies can succeed if they understand their customers’ evolving consumption patterns and fine-tune their marketing strategies accordingly. Category: People & BlogsUploaded by: HarvardBusinessHosted: youtube

Fluevog’s Open-Source Footwear

From Bill Taylor’s Practically Radical Blog at HarvardBusiness.org. In lean times, there’s nothing more valuable than a great new product idea. Why not invite your customers to share their creativity with your company — and turn the best ideas into