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
Why Zappos Pays New Employees to Quit–And You Should Too
An interview with Bill Taylor, Game Changer blogger for HarvardBusiness.org. Zappos knows that they can’t deliver great customer service unless their employees are committed to the values of the company. So what do they do? They pay employees to quit! Category: People & BlogsUploaded by: HarvardBusinessHosted: 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