A longtime company client effectively told me they wanted to transform their single high-profile global customer forum into a new product sales event. Given management’s declared commitment to customer satisfaction and net promoter scores, I thought this a serious mistake; the move would undermine hard-won credibility and inhibit honest feedback from the firm’s smartest customers.
When Authenticity Does More Harm than Good
The costs can outweigh the benefits.
October 26, 2015
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HBR Learning
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Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Leading People. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
What you need to know about being in charge.