Paying close attention to customer complaints is a leadership “best practice.” Here’s a better practice: Pay even closer attention to people’s complaints about customers. Few things say more about organizational culture and character than how employees complain about the customers and clients they serve.
Do You Think Your Customers Are Stupid?
Paying close attention to customer complaints is a leadership “best practice.” Here’s a better practice: Pay even closer attention to people’s complaints about customers. Few things say more about organizational culture and character than how employees complain about the customers and clients they serve. Put aside hypocritical tropes and truisms that “The Customer is King” […]
June 10, 2011
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HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.
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New!
HBR Learning
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.