HBS@Work—The Executive Education Newsletter

Understanding the domino effect of customer anxiety.

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Transforming Customer Experiences CME ELIGIBLE 05–08 Apr 2020 HBS Campus Superior customer service can differentiate your business in the marketplace—if you design the right offerings and execute flawlessly. Led by HBS thought leaders who are experts in customer experience management, the Transforming Customer Experiences program delves into the fundamentals of leading and managing service-oriented businesses. You will explore new strategies for designing sustainable service models, addressing gaps in service execution, and delivering a transformational customer experience.

General Management EDITION

Faculty Insights  |  Related Programs  |  Participant Stories  |  Publication Spotlight  |  Upcoming Programs  |  How Companies Can Identify Racial and Gender Bias in Their Customer Service  |  Why Is Customer Service So Bad? Because It's Profitable.  |  The Parts of Customer Service That Should Never Be Automated  |  Reinventing Customer Service  |  HBS Certificate of Management Excellence  |  Comprehensive Leadership Programs FACULTY INSIGHTS Why Anxious Customers Prefer Human Customer Service When it comes to assisting customers, many organizations are deploying automated service processes aimed at saving time and money. However, research by HBS professor Ryan W. Buell—the faculty chair of our Transforming Customer Experiences program—along with HBS doctoral candidate Michelle A. Shell, indicates the importance of balancing technology with a human touch in order to deliver efficient and satisfying experiences. Offering customers access to a real person can help restore confidence, improve trust, and strengthen long-term relationships. Read More. RELATED PROGRAMS Jan 26 26–31 Jan 2020 HBS Campus Leading Professional Service Firms Learn More Mar 15 15–20 Mar 2020 HBS Campus CME ELIGIBLE Leading Change and Organizational Renewal Learn More May 31 31 MAY–03 JUN 2020 HBS Campus The HR-Executive Suite Connection Learn More Jul 12 12–17 Jul 2020 HBS Campus Driving Corporate Performance: Aligning Scorecards and Structure for Strategy Execution Learn More → More Programs PARTICIPANT STORIES As a relatively young company, we have struggled at times to ensure that our message and priorities are clear, with both our own employees as well as our clients. Through the case studies and class discussions in Transforming Customer Experiences, I was able to focus on understanding just how important this is and how much of an impact it can have on our business and our success. Read more. Andrea DiGiacomo Director of Project Management Think|Stack, U.S. PUBLICATION SPOTLIGHT Uncommon Service: How to Win by Putting Customers at the Core of Your Business Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. In Uncommon Service, HBS Professor Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. Learn more. FEATURED RESOURCES How Companies Can Identify Racial and Gender Bias in Their Customer Service An internal audit is the first step. Why Is Customer Service So Bad? Because It's Profitable. If customers can't reach a human, they can't get their money back. The Parts of Customer Service That Should Never Be Automated Companies need to be more human, not less. Reinventing Customer Service Customer service jobs are notoriously joyless, and callers' experiences with reps can be just as unsatisfying. HBS CERTIFICATE OF MANAGEMENT EXCELLENCE Your time is valuable. Make the most of it with the HBS Certificate of Management Excellence (CME), a targeted learning opportunity for rising leaders with ambitious goals. To earn the certificate, choose one program from each of three topic areas—leadership, negotiation and innovation, and strategy—and complete them within 36 months. COMPREHENSIVE LEADERSHIP PROGRAMS No matter what leadership level you've attained, our comprehensive leadership programs can help you lead and manage with greater vision, passion, and success. Each customized program provides the opportunity to earn full HBS alumni status, and is designed to build visionary leaders who can transform complex challenges into strategic opportunities. Advanced Management Program NEXT SESSION: MAR–MAY 2020 (Continuous Format) General Management Program NEXT SESSION: JAN–APR 2020 Program for Leadership Development NEXT SESSION: DEC 2019–JUN 2020 Owner/President Management NEXT SESSION: BEGINS 10 MAY 2020 HARVARD BUSINESS REVIEW UPCOMING PROGRAMS Driving Profitable Growth 13–16 NOV 2019 Creating Shared Value 17–20 NOV 2019 Making Corporate Boards More Effective 20–23 NOV 2019 Women on Boards: Succeeding as a Corporate Director 02–06 DEC 2019 Leading and Building a Culture of Innovation 08–13 DEC 2019 Risk Management for Corporate Leaders 08–13 DEC 2019 NEW PROGRAM Senior Executive Leadership Program—Middle East DEC 2019–SEP 2020 SESSION CME ELIGIBLE Aligning Strategy and Sales 15–20 DEC 2019 Strategy for Health Care Delivery 08–10 JAN 2020 Agribusiness Seminar 12–15 JAN 2020 Mergers and Acquisitions: Strategy, Execution, and Post-Merger Management 12–17 JAN 2020 CME ELIGIBLE Leading Product Innovation 20–24 JAN 2020 Finance for Senior Executives 02–07 FEB 2020 Leading Global Businesses 09–14 FEB 2020 CME ELIGIBLE Reimagining Strategy: Applying Design Thinking to Your Organization 19–22 FEB 2020 Launching New Ventures 01–07 MAR 2020 Foundations of Private Equity and Venture Capital 08–11 MAR 2020 Private Equity and Venture Capital 11–14 MAR 2020 NEW PROGRAM Succeeding as a Strategic CFO 11–14 MAR 2020 NEW PROGRAM Preparing to Be a Corporate Director 18–21 MAR 2020 → View All Programs HARVARD BUSINESS REVIEW

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