Describes the operational complexity of small, luxury retailer is achieved through the use of technology and the "High-Touch" customer service. Family business, Mitchells built its success customer service strategy known internally as the "cuddle". The term is deceptively simple. Of the company's success lies in its blend of warm, other-oriented corporate culture, and modern information technologies and effective business structure of the family. He is now considering further expansion for future generations. Rewritten version of the previous case. "Hide
by Amy C. Edmondson, Corey Hajim, Kelly Mulderry, John A. Davis Source: Harvard Business School 21 pages. Publication Date: November 8, 2004. Prod. #: 605047-PDF-ENG
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