The program fee covers tuition, e-books, and online case materials.
This program includes live online classes, self-paced work, discussion groups, and virtual networking. Download brochure for a detailed schedule.Superior customer service can differentiate your business in the marketplace—if you design the right offerings and execute flawlessly. Led by HBS thought leaders who are experts in customer experience management, this live online program delves into the fundamentals of leading and managing service-oriented businesses. You will explore new strategies for designing sustainable service models, addressing gaps in service execution, and transforming the organization to adapt to changing customer needs and competitive landscapes.
You may also be interested in the related program: Transforming Customer Experiences.
This program is eligible for the Certificate of Management Excellence. Learn More
Superior customer service can differentiate your business in the marketplace—if you design the right offerings and execute flawlessly. Led by HBS thought leaders who are experts in customer experience management, this live online program delves into the fundamentals of leading and managing service-oriented businesses. You will explore new strategies for designing sustainable service models, addressing gaps in service execution, and transforming the organization to adapt to changing customer needs and competitive landscapes.
You may also be interested in the related program: Transforming Customer Experiences.
This program is eligible for the Certificate of Management Excellence. Learn More
Senior executives in either B2C or B2B companies wanting to improve service, including service companies, product companies with service-based strategies, or companies shifting from a product focus to a service focus. The program will be most helpful for individuals who have the authority to initiate change across the organization. Participants might include:
While individuals are invited to attend, cross-functional teams of four or more executives will gain the most from this program. Team attendance fosters fruitful collaboration that will enhance the program's impact on your service capabilities.
Program for Leadership Development participants earn 3 PLDA Points on completion of this program.
Senior executives in either B2C or B2B companies wanting to improve service, including service companies, product companies with service-based strategies, or companies shifting from a product focus to a service focus. The program will be most helpful for individuals who have the authority to initiate change across the organization. Participants might include:
While individuals are invited to attend, cross-functional teams of four or more executives will gain the most from this program. Team attendance fosters fruitful collaboration that will enhance the program's impact on your service capabilities.
Program for Leadership Development participants earn 3 PLDA Points on completion of this program.
When you participate in a virtual HBS Executive Education program, you benefit from a powerful learning experience carefully designed with a virtual setting in mind. Through live, synchronous program sessions you'll engage directly with our renowned faculty to learn from their latest research, gain actionable takeaways, and facilitate your growth. In addition, virtual discussion groups will connect you to a global group of peers and build your network.
When you participate in a virtual HBS Executive Education program, you benefit from a powerful learning experience carefully designed with a virtual setting in mind. Through live, synchronous program sessions you'll engage directly with our renowned faculty to learn from their latest research, gain actionable takeaways, and facilitate your growth. In addition, virtual discussion groups will connect you to a global group of peers and build your network.
Through a rich learning experience that includes case studies, faculty presentations, immersive exercises, hands-on workshops, and group discussions, this service leadership program prepares you to design and deliver transformational customer experiences. You will leave with a road map for creating a distinct and sustainable service model, maximizing customer engagement, elevating employees, and transforming your organization to secure a competitive edge in your industry.
One of the benefits of the virtual format of the program is that it will allow you to immediately apply the lessons inside your organization. Every module features application exercises and reflection sessions intended to help you translate the powerful ideas that will emerge from our discussions into new strategies and approaches that can give your company a competitive edge. In addition, participants will be invited to engage in a longer-term project at the conclusion of the program, in preparation for a post-program virtual session later in the year.
Through a rich learning experience that includes case studies, faculty presentations, immersive exercises, hands-on workshops, and group discussions, this service leadership program prepares you to design and deliver transformational customer experiences. You will leave with a road map for creating a distinct and sustainable service model, maximizing customer engagement, elevating employees, and transforming your organization to secure a competitive edge in your industry.
One of the benefits of the virtual format of the program is that it will allow you to immediately apply the lessons inside your organization. Every module features application exercises and reflection sessions intended to help you translate the powerful ideas that will emerge from our discussions into new strategies and approaches that can give your company a competitive edge. In addition, participants will be invited to engage in a longer-term project at the conclusion of the program, in preparation for a post-program virtual session later in the year.
The program takes place over two weeks with live online classes on weekdays from 9:00 AM to 12:15 PM ET, including a break. Participants will also spend an hour with their discussion groups each morning before class, and will have the opportunity to attend a networking session each afternoon. Class sessions take place via the Zoom platform. There is also ample opportunity for interaction with faculty and peers inside and outside the class sessions.
Collaborative learning is an integral part of the experience. To maximize the benefit for everyone, you are expected to attend every session, complete all assignments, and contribute effectively in the class and in small groups. We recommend setting aside 4 to 6 hours per week for self-paced work in addition to the live online classes.
The program takes place over two weeks with live online classes on weekdays from 9:00 AM to 12:15 PM ET, including a break. Participants will also spend an hour with their discussion groups each morning before class, and will have the opportunity to attend a networking session each afternoon. Class sessions take place via the Zoom platform. There is also ample opportunity for interaction with faculty and peers inside and outside the class sessions.
Collaborative learning is an integral part of the experience. To maximize the benefit for everyone, you are expected to attend every session, complete all assignments, and contribute effectively in the class and in small groups. We recommend setting aside 4 to 6 hours per week for self-paced work in addition to the live online classes.
To address the specific challenges facing your company in a more personal way, this program includes a personalized coaching session. You will work directly with an HBS faculty member to identify opportunities for service improvement, determine the best tools and techniques for your company, and apply program lessons. These sessions will help you redefine your service vision, improve the design of your organization, enhance service execution, and lead customer experience transformation.
Throughout the program, members of your company team will collaborate in diagnosing and addressing the challenges facing your organization. In addition, your team will work with a faculty coach to identify shared objectives for service improvement and create an action plan for working together to drive the changes that will take service to the next level.
In optional afternoon sessions, Harvard Business School faculty members will share powerful insights from ongoing research that will stimulate new thinking as you work to improve service. Be among the first to learn about emerging trends—in realms ranging from human psychology to organization structure—that can inform your service strategy and execution.
To address the specific challenges facing your company in a more personal way, this program includes a personalized coaching session. You will work directly with an HBS faculty member to identify opportunities for service improvement, determine the best tools and techniques for your company, and apply program lessons. These sessions will help you redefine your service vision, improve the design of your organization, enhance service execution, and lead customer experience transformation.
Throughout the program, members of your company team will collaborate in diagnosing and addressing the challenges facing your organization. In addition, your team will work with a faculty coach to identify shared objectives for service improvement and create an action plan for working together to drive the changes that will take service to the next level.
In optional afternoon sessions, Harvard Business School faculty members will share powerful insights from ongoing research that will stimulate new thinking as you work to improve service. Be among the first to learn about emerging trends—in realms ranging from human psychology to organization structure—that can inform your service strategy and execution.
Our Executive Education programs are developed and taught by HBS faculty who are widely recognized as skilled educators, groundbreaking researchers, and award-winning authors. Through their board memberships, consulting, and field-based research, they address the complex challenges facing business leaders across the globe.
Ryan W. Buell
Finnegan Family Associate Professor of Business Administration
Dennis W. Campbell
Dwight P. Robinson, Jr. Professor of Business Administration
Frances X. Frei
UPS Foundation Professor of Service Management
Das Narayandas
Edsel Bryant Ford Professor of Business Administration
Our Executive Education programs are developed and taught by HBS faculty who are widely recognized as skilled educators, groundbreaking researchers, and award-winning authors. Through their board memberships, consulting, and field-based research, they address the complex challenges facing business leaders across the globe.
Ryan W. Buell
Finnegan Family Associate Professor of Business Administration
Dennis W. Campbell
Dwight P. Robinson, Jr. Professor of Business Administration
Frances X. Frei
UPS Foundation Professor of Service Management
Das Narayandas
Edsel Bryant Ford Professor of Business Administration