Is it better for a service company to cultivate a mystique about its expertise or to let clients into the kitchen?
A version of this article appeared in the June 2007 issue of Harvard Business Review.
Work with Me
Is it better for a service company to cultivate a mystique about its expertise or to let clients into the kitchen? While virtually all firms say they’re committed to educating clients, we’ve seen many skimp on execution, closely guarding black-box methodologies. Some organizations consider client education a waste of time; others believe, as Theodore Levitt […]
Summary.
Reprint: F0706J
Should service firms show clients their inner workings or keep their cards close? Recent research touts the benefits of letting customers know how firms operate.
New!
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.
Learn More & See All Courses
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.