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Executive Education
    ... Right arrow Harvard Business School Right arrow Executive Education Right arrow Participant Stories Right arrow Taking Practical Steps to Achieve Service Goals
    ... Right arrow Harvard Business School Right arrow Executive Education Right arrow Participant Stories Right arrow Taking Practical Steps to Achieve Service Goals

    Taking Practical Steps to Achieve Service Goals

    Discover how delivering great service can build your company's competitive advantage.
    Taking Practical Steps to Achieve Service Goals
    Discover how delivering great service can build your company's competitive advantage.
    Download Brochure
    Featured Program
    Transforming Customer Experiences
    Date

    TBD

    Format

    In-Person

    Location

    HBS Campus

    Create service models that deliver strategic advantage while building satisfaction, commitment, and loyalty among clients and employees.
    Program Details
    Need Help? Contact Us:
    Program Advising team
    Email: executive_education@hbs.edu
    Program Finder
    Featured Program
    Transforming Customer Experiences
    Date

    TBD

    Format

    In-Person

    Location

    HBS Campus

    Create service models that deliver strategic advantage while building satisfaction, commitment, and loyalty among clients and employees.
    Program Details
    Download Brochure
    Program Finder

    As head of Premier Partnerships at Google, US, Christine Merritt was looking for new ways to improve service and performance. At the Harvard Business School (HBS) Executive Education program Achieving Breakthrough Service (now titled Transforming Customer Experiences), she explored service delivery models and best practices with an international group of peers. In this interview, she shares how the program helped her identify key actions that her company can take to outperform the competition.

    Which aspects of your program experience stand out?

    It's very special to be on the HBS campus and receive a four-day slice of what the full-time MBA students are learning. I have participated in many different courses and training sessions over the years, but this program is different because the quality of the instructors at HBS is top-notch. Being in a room with published authors whose work we knew and having them listen to us and engage us in discussion was an unbelievable experience. I had very high expectations, but the HBS professors surpassed them.

    What were some of your initial impressions of the program?

    At the beginning, everyone was nervous. A lot of people wondered what it was going to be like to live in the dorm. Would it be just like college? But the first night, we realized it was a very comfortable living environment—like a little hotel. Everyone really enjoyed the experience.

    I had been expecting a very American experience, but was pleasantly surprised to find that the group was so diverse internationally. That turned out to be one of my favorite aspects of the program. It was beneficial to hear the perspectives of people from different countries and industries.

    How will you apply what you learned?

    At the program, we were not just learning for the sake of learning. Rather, we came away with extremely practical things to do in our companies. Each day of the program, I distilled key takeaways and identified specific actions that I wanted to take and wanted my team to take. I'll work with my management team to prioritize needs, assess our performance against those needs, and compare our performance with the competition. Then I want my entire team—including individual contributors—to do what I am calling an entrepreneurial gap analysis. I want them to articulate how they feel about different aspects of their job, and assess how wide their control, accountability, support, and influence are. Once everyone has done that mapping, we can figure out together what the individual and the company need to do to fill those gaps. That is a very practical exercise we can do at our upcoming offsite meeting.

    Download Brochure
    Download Brochure
    Download Brochure
    Download Brochure
    Featured Program
    Transforming Customer Experiences
    Date

    TBD

    Format

    In-Person

    Location

    HBS Campus

    Create service models that deliver strategic advantage while building satisfaction, commitment, and loyalty among clients and employees.
    Program Details
    Need Help? Contact Us:
    Program Advising team
    Email: executive_education@hbs.edu
    Program Finder
    Featured Program
    Transforming Customer Experiences
    Date

    TBD

    Format

    In-Person

    Location

    HBS Campus

    Create service models that deliver strategic advantage while building satisfaction, commitment, and loyalty among clients and employees.
    Program Details
    Download Brochure
    Program Finder

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