A friend recently described a remarkable travel experience. Strange to say, the story was about an airline, and it wasn’t a travel nightmare. Instead, it involved the recently bankrupt American Airlines doing something extraordinary — by putting kindness to work.
Is Kindness a Strategy?
A friend recently described a remarkable travel experience. Strange to say, the story was about an airline, and it wasn’t a travel nightmare. Instead, it involved the recently bankrupt American Airlines doing something extraordinary — by putting kindness to work. The story came from a colleague of his I’ll call Frank. Frank lives in Dallas […]
March 22, 2012
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New!
HBR Learning
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.