A traveler arrives in a foreign country and attempts to use his credit card to make a purchase. It is the same card he used to buy the plane ticket and book the hotel. While this would seem sufficient to alert the bank to his impending trip abroad, “transaction denied” flashes across the terminal screen, leaving this longtime customer stranded, fuming, and no longer so loyal.
A Step-by-Step Plan to Improve CMO-COO Collaboration
You can’t serve customers if this relationship is dysfunctional.
January 28, 2015
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New!
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.