Customer Experience - Publications - Faculty & Research

27 Apr 2020
News

The pandemic is liberating firms to experiment with radical new ideas

04 May 2020
News

The right way to use experiments to create better products more quickly

23 Nov 2015
News

Your Company Is Full of Good Experiments (You Just Have to Recognize Them)

24 Apr 2014
News

Improving the service experience requires excellence—but not in everything

Everyone knows what bad service feels like—and that’s something Frances Frei, Professor at HBS, wants to fix. Making the service experience better for everyone, from customers to employees, begins with... View Details

08 May 2015
News

Prestige brands can expand their reach—and make their core customers proud

Integrating research streams from psychology and marketing, Associate Professor Anat Keinan has conducted a series of experiments to investigate the conditions under which new customers can enhance a... View Details

01 Dec 2011
News

At Your Service

Frei and Morriss: No heroics, please—partner with customers to make strategic service choices instead of trying to be the best at everything. In their new book, Uncommon Service: How to Win by Putting View Details

Keywords: Deborah Blagg; customer service; Hospitals; Health, Social Assistance; Computer and Electronic Product Manufacturing; Manufacturing; Management, Scientific, and Technical Consulting Services; Professional Services; Air Transportation; Transportation

08 Jan 2025
News

Mapping Pain Points at the IRS

Having spent a decade helping retailers optimize customer service, Fumi Tamaki (MBA 2014) could not pass up the opportunity in June 2024 to take on the challenge of improving the customer experience at the government organization that serves more Americans annually... View Details

Keywords: Jennifer Myers; IRS; customer service; government service; Executive, Legislative, and Other General Government Support; Government

06 Dec 2021
News

In My Humble Opinion: Come Clean

Twenty years ago, when a broker called to tell Jon Simon (MBA 1980) about the possibility of acquiring Parkway Custom Drycleaning, the broker didn’t initially reveal what it was—a high-end dry-cleaning business founded in 1926. Convinced... View Details

Keywords: Julia Hanna; career; life experiences; dry cleaning; leadership; music; Personal and Laundry Services; Personal Services