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Not only are they each deeply knowledgeable about service businesses—having worked with top service organizations around the globe—they are among the most outstanding teachers at HBS. She often describes her passion as helping to clear the pebbles that stand in the way of people accomplishing extraordinary things.
Youngme Moon's expertise lies at the intersection of business, branding, and culture, and she's a visionary when it comes to creating differentiated service experiences. Specifically, Das studies how to manage customer relationships to bolster satisfaction and profitability.
Ryan Buell is an Assistant Professor of Business Administration at Harvard Business School (HBS) and the faculty chair of the HBS Executive Education program, Achieving Breakthrough Service: Driving Performance and Profitability.
Below, he explains why today's economy demands a new approach to designing and delivering service offerings, and how this program empowers senior managers to build innovative and competitive service businesses.
The faculty in this program bring deep expertise to facilitating conversations and helping participants make connections with one another.
At any given point, there will be someone in the room who has faced a similar challenge to another person.
For example, you might spend an hour or two preparing a case, and then meet with your small living group and find that everybody saw the case slightly differently.
He also left scratches on the left side of his boyfriend’s face and neck.Those interactions can cascade into conversations about what executives have experienced in their businesses and challenges that they are facing.And then we come into the classroom and we get to take it to another level, where we're bringing together all of the different perspectives from all of the different groups.Second, we have been painstaking in our selection of the faculty who will teach in this program.Each faculty member on the teaching team is an expert in a complementary field, and the program draws upon cutting-edge ideas and field examples from their research.