Category: HBR IdeaCast

From Harvard Business Review

672: Make Customers Happier with Operational Transparency

CLICK MP3 LINK BELOW TO STREAM AUDIO Ryan Buell, associate professor at Harvard Business School, says the never-ending quest for operational efficiency is having unintended consequences. When customers don’t see the work that’s being done in back offices, offshore factories, and algorithms, they’re less satisfied with their purchases. Buell believes […]