What is customer service?

A few years ago, our group at MIT held a workshop on customer service for executives of our affiliated companies—companies that support our activities and host thesis research. About 40 top managers gathered in Cambridge for a full-day session.

We shared our latest research findings, and we invited top managers from the Ritz-Carlton Hotels, Disney, and a few other customer service leaders to share their insights. At the end of the day, we led a session in which the executives discussed their thoughts and experiences in turbocharging customer service.

We started the session by asking, “What is customer service?”

This straightforward question drew a variety of more-or-less expected ...

Get Choose Your Customer: How to Compete Against the Digital Giants and Thrive now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.