MitchellsRichards Harvard Case Solution & Analysis

Describes the operational complexity of small luxury retailer achieved through the use of technology and High-Touch Customer Service. Family business, Mitchells built its success strategy of customer service know internally as the "cuddle". The term is deceptively simple. Of the company's success lies in its blend of warm more oriented corporate culture, and modern information technologies and effective business structure of the family. Although setting up regional approach is obviously applicable to many organizations services. The chain is now considering further expansion for future generations. "Hide
by Amy C. Edmondson, Corey Hajim Source: Harvard Business School 20 pages. Publication Date: July 24, 2003. Prod. #: 604010-PDF-ENG

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