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DEVELOP THE RIGHT CUSTOMER RELATIONSHIPS

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 ...

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