Customer Focused Organization - Publications - Faculty & Research

27 Sep 2021
News

Revival: The Independent Bookstore Industry Is Growing with a Loyal Customer Base Wanting to Shop Local

12 Feb 2018
News

Customers At The Back Of The Line Are Anxious—Can You Keep Them From Leaving?

29 Jun 2020
News

An operating model for the next normal: Lessons from agile organizations in the crisis

23 Apr 2015
News

The unusual and kind of brilliant way Pret A Manger thanks its customers

12 Nov 2020
News

Indie booksellers thriving during pandemic thanks to new ways of connecting with customers

01 Dec 2011
News

At Your Service

Anne Morriss (MBA 2004) maintain that it is possible for organizations to reduce costs while dramatically enhancing customer service. That win-win approach involves “looking at your biggest buckets of cost... 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

26 Oct 2017
News

Can Farming Save the Planet?

magnitude and complexity of the problem. Don Wiviott (MBA 1984) begs to differ. For him, the solution is both simple and doable. The solution Wiviott envisions is to convert typically high-production, conventional, GMO-based farms to certified View Details

Keywords: Constantine von Hoffman; Organic farming; Support Activities for Agriculture and Forestry; Agriculture

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

01 Mar 2023
News

Elevator Pitch: Spread the Wealth

Illustration by Drue Wagner Illustration by Drue Wagner Sabine Tejerina (MBA 2009) Cofounder and COO, Upstreet Concept: Launched in 2020, Upstreet makes it easier and more economical for companies to reward employees and customers with... View Details

Keywords: entrepreneurship; stock ownership; customer rewards; employee retention; financial literacy; Securities, Commodities, and Other Financial Investments; Finance