Make Customers Happier with Operational Transparency
Podcast |
HBR Ideacast
Media Type |
audio
Categories Via RSS |
Business
Entrepreneurship
Management
Marketing
Publication Date |
Mar 05, 2019
Episode Duration |
00:26:07
Ryan Buell, associate professor at Harvard Business School, says the never-ending quest for operational efficiency is having unintended consequences. When customers don’t see the work that’s being done in back offices, offshore factories, and algorithms, they’re less satisfied with their purchases. Buell believes organizations should deliberately design windows into and out of operations. He says increasing operational transparency helps customers and employees alike appreciate the value being created. Buell is the author of the HBR article "Operational Transparency."

This episode currently has no reviews.

Submit Review
This episode could use a review!

This episode could use a review! Have anything to say about it? Share your thoughts using the button below.

Submit Review