How ‘smart organizations’ transform problems into opportunities

  When teaching the subject on "achieving organizational growth through better customer care experience," Stefan Thomke’s students end up discovering design principles that can act as building blocks to a great product or service experience. The teaching note outlines three examples, using real stories from students to illustrate each one: Solve problems with empathy and exceed … Continue reading How ‘smart organizations’ transform problems into opportunities

Achieving organizational growth through better customer care experience

  Why do some product or service experiences have enough pizzazz to wow customers, while others are shrugged off as ho-hum and quickly forgotten? Stefan Thomke, the William Barclay Harding Professor of Business Administration at Harvard Business School, explains that “the difference has less to do with catchy marketing and everything to do with the … Continue reading Achieving organizational growth through better customer care experience