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harvardbusinessreview's picture

How Bad is Airline Service, Really? And Other Customer Service Complaints

Youngme and Mihir welcome their colleague Ryan Buell to discuss whether airlines deserve their reputation for terrible customer service. They also share other customer service pet peeves, as well as their personal “Customer Experience Picks.
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sethgodin's picture

Four roads we call customer service

Road 1: I can learn from you and make things better Road 2: You’re an important customer and I can bring empathy and care to this moment to strengthen our relationship Road 3: I can teach you something and make things better Road 4: Go away
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Vijay's picture

Retail Raves - Speeding up chip card transactions

Almost all credit/debit cards now are EMV compliant as they carry an embedded chip used to validate transactions at the point of purchase. Card owners input a PIN to authenticate their purchase.But in a highly crowded area such as the super market
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Vijay's picture

Retail Raves - Speeding up chip card transactions

Almost all credit/debit cards now are EMV compliant as they carry an embedded chip used to validate transactions at the point of purchase. Card owners input a PIN to authenticate their purchase.But in a highly crowded area such as the super market
570
adamgrant's picture

Why Women Volunteer for Tasks That Don’t Lead to Promotions

Here’s a work scenario many of us know too well: You are in a meeting and your manager brings up a project that needs to be assigned. It’s not particularly challenging work, but it’s time-consuming, unlikely to drive revenue, and probably won’t be
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johnsullivan's picture

You’ll Soon Need a Digital Labor Specialist and a Workforce Shaper

Not all your employees will be replaced by robots, but it’s highly likely they’ll be working side-by-side with an automated device at some point in their careers. As intelligent automation becomes more common in the workplace, businesses are
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sethgodin's picture

The shortcut crowd

There is no market. There are markets. And markets have segments. There are people who enjoy buying expensive wine. There are people who will save up their money to have a big wedding. There are people who pay to have a personal trainer… And within
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johnsullivan's picture

HR Roundtable: The Value of a Multi-Generational Workforce

In the classic rock anthem My Generation by The Who, lead singer Roger Daltrey screams, “I hope I die before I get old.” He echoed a sentiment of the times, but he never knew that he was also doing what...

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