When Machiavelli wrote that it is better to be feared than loved, what he had in mind was the nature of commitment and obligation. Allegiances built on good feelings evaporate when times get tough, he reasoned. Those sealed by fear are more durable:
Why Comcast Would Rather Be Feared Than Loved
Sometimes cable companies’ poor service is a strategic choice.
July 08, 2013
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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.