Marshall Plympton* is the owner of an ”eclectic American” restaurant with forty-seven reviews on Yelp, and the majority are pretty positive. Marshall, however, responds to even the smallest online slight or constructive criticism with outrage. For example:
What’s New About Serving Customers (and What’s Not)
They are more empowered than ever, and you must respect and work with that power.
December 10, 2012
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New!
HBR Learning
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.