Tag: service

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

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!