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  • February 19, 2018
  • Article

The Parts of Customer Service That Should Never Be Automated

By: Ryan W. Buell
Related
  • May – June 1990
  • Article

Case of the Complaining Customer (HBR Case Study and Commentary)

By: Dan Finkelman, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke and Claus Moller
Related
  • 1999
  • Working Paper

Henry Heinz, 1844-1919: Connecting with Customers during Great Economic Change

By: Nancy F. Koehn
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  • 15 Oct 2015
  • News

CEOs beware: Your astronomical salaries may soon cost you customers

  • 10 Oct 2018
  • News

The Legacy of Boaty McBoatface: Beware of Customers Who Vote

  • 08 May 2014
  • News

Mink Will Let You 3D Print Custom Makeup at Home

Keywords: Retail Trade
  • 2022
  • Case

Polarizing Government Work: McKinsey & Co. and Immigration and Customs Enforcement (ICE)

By: Andrew J. Hoffman
When Donald Trump announced his run for president in 2015, he placed immigration front and center in his campaign. He promised to drastically expand U.S. Immigration and Customs Enforcement (ICE), end Deferred Action for Childhood Arrivals (DACA), and build a border... View Details
Keywords: International Relations; Immigration; Public Opinion; Ethics
Related
  • June 26, 2017
  • Article

When You Have to Choose Between Core and New Customers

By: Marco Bertini and Nader Tavassoli
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  • April 2003
  • Teaching Note

Achieving Customer Satisfaction at Pizza Hut (TN) (A) and (B)

By: V.G. Narayanan
Teaching Note for (2-101-006) and (2-101-042). View Details
Keywords: Food and Beverage Industry; Service Industry
Related
  • 23 Mar 2012
  • News

How to Charge a Fee (Without Starting a Customer Rebellion)

  • 01 Oct 2020
  • Video

Julia Austin - Product Customer Interviews, How Many, and Planning

  • July 2019 (Revised August 2020)
  • Module Note

Targeting Nonconsumption: Who Are the Best Customers for Our Products?

By: Clayton M. Christensen
Related
  • 1993
  • Other Unpublished Work

Catching the Next Wave: Why Good Customers Make It Hard

By: Joseph L. Bower and C. M. Christensen
Related
  • 27 Mar 2025
  • News

How One Company Used AI to Broaden Its Customer Base

  • 26 Jul 2022
  • News

Can Bombas Reach New Customers while Maintaining Its Social Mission?

  • 01 Oct 2020
  • Video

Wendy Tsu - Product and Customer Discovery - Pain Points

  • 01 Oct 2020
  • Video

Wendy Tsu - Product and Customer Discovery - Academic Publishing

  • June 1987 (Revised May 1992)
  • Case

Carolina Power & Light Co.: Customer and Operating Services Group

By: Frank V. Cespedes
Keywords: Customer Relationship Management; Energy Industry; United States
Related
  • 12 Feb 2018
  • Research & Ideas

Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?

customers, and how operational choices affect customer behaviors and firm performance. We all spend a surprising amount of time waiting our turn; by one estimate, Americans wait in line 37 billion hours a year—118 hours for every person.... View Details
Keywords: by Michael Blanding; Retail; Service
  • Article

Fighting Bias on the Front Lines

By: Alexandra C. Feldberg and Tami Kim
Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate customers, lead to lawsuits, or even cause lasting brand damage by going viral.
This article presents research... View Details
Keywords: Customer Service; Customer Focus and Relationships; Service Delivery; Diversity; Prejudice and Bias; Organizational Change and Adaptation
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