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.
The 2008 recession led to what economists call a "jobless recovery" as companies found they could get by with fewer employees. But post-pandemic, managers should focus on changing employees' roles instead, says Transforming Customer Experiences faculty chair Ryan Buell. In this article, he shares five key pieces of advice to help organizations retain employees, better serve customers, and create more value.
