Harvard Business School professors discuss and debate current events that sit at the crossroads of business and culture. Youngme Moon, Mihir Desai, and Felix Oberholzer-Gee engage in a spirited discussion on a range of topics torn from the headlines — from Facebook, to free trade, to the #MeToo movement. Informed by their unique expertise as professors at one of the world’s leading business schools, their takes are always surprising, unconventional, and insightful.
http://audiocollective.ted.com
episode 3: How Bad is Airline Service, Really? And Other Customer Service Complaints
Youngme and Mihir welcome their colleague Ryan Buell to discuss whether airlines deserve their reputation for terrible customer service. They also share other customer service pet peeves, as well as their personal “Customer Experience Picks.”
For interested listeners:
- Ryan Buell in HBR: The Parts of Customer Service That Should Never Be Automated
You can email Youngme, Mihir, and Felix with your comments and ideas for future episodes at: harvardafterhours@gmail.com.