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What's New About Serving Customers (and What's Not)

Harvard Business Review

DECEMBER 10, 2012

But smart business owners and their service reps realize the landscape in which customers operate has shifted — and that profoundly redefines what good (and bad) customer service means. Marshall doesn't need this article. He needs a new line of work, far away from customers. Customers expect companies to share their burdens.

FAQ 15
FAQ Construction Technology Airlines 15
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We Appreciate Your Business. Please Stay on the Line.

Harvard Business Review

JULY 19, 2013

Airlines are a good example. But airlines did this in response to new government regulations establishing fines for companies that leave customers sitting for hours in planes on the ground. If the airlines had assumed that consumers were weak and insignificant, they were wrong.

Airlines 8
Airlines Hotels Loyalty Call Center 8
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