When to Disappoint Your Customers
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
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 actual products! That’s what legendary shoe designer John Fluevog has done, with a project he…
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