Don’t Manage Waits, Manage Experiences Harvard Case Solution & Analysis

Supervisors emphasize that their customers will recognize waiting as an aggravation, but only reducing the wait time may not be the solution. Indeed, as the authors assert, that is an old alternative less applicable for today's new breed of customer.

Using research that blends operations and behavioral psychology and traditional marketing principles, the authors propose a brand new framework to help businesses make better decisions about wait management. They offer six implementable ideas to enhance the service meeting, that will greatly impact profitability and ultimately customer satisfaction. Quit watching the clock, they say, and start inquiring, "How can I best manage my clients' time with me?"

PUBLICATION DATE: June 15, 2009 PRODUCT #: IIR006-PDF-ENG

This is just an excerpt. This case is about TECHNOLOGY & OPERATIONS

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