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papers (and miss one or more possible sales) once a week, or one-seventh of the time. What's ignored in this equation, though, according to HBS professor David Bell, is that customers care how often a retailer runs out of stock. "The... View Details

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Putting the Customer First

The Secret Magic Behind Netflix Customer Service

What Loyalty? High-End Customers are First to Flee

Want Digital Disruption? Decouple the Customer Experience

The Customer is the Company

How customer complaints help companies

Your Customers Have Changed. Here's How to Engage Them Again.

Wooing Customers With Social-Good Efforts

Build Organizations Around Customer Needs

Hiding Products From Customers May Ultimately Boost Sales

How Self-Service Kiosks Are Changing Customer Behavior

How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

The Right Way to Get Your First 1,000 Customers

Companies Need to Start Marketing Safety to Customers

It is NOT the Year of the Customer

Identify Great Customers from Their First Purchase

Complexity Kills: Keeping Customer Service Simple

What Is Customer Opinion Good For?

How Far Is Too Far in Selling Customer Data?

Stocking Up Can Build Customer Value

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