The businesses' replies are paired with the pupils' letters and the whole range is made available to the class. The group can be compelling. Pupils are quick to sense which organizations value customer communications as significant input that is operating.
They uncover highly informative the frequency with which situations laboriously recounted by their "valued customers" evoke generic responses from businesses, and replies to detailed letters of praise get the tone drastically erroneous. At HBS, it is incorporated in another year elective, taught in a module devoted to utilizing customer-operators to improve operations (HBS 608-135).
PUBLICATION DATE: April 03, 2008 PRODUCT #: 608126-PDF-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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