Make Customers Happier with Operational Transparency

In this engaging discussion, Ryan Buell, an associate professor at Harvard Business School and author, brings to light the hidden costs of operational efficiency. He argues that customers are more satisfied when they have visibility into processes, drawing parallels between dining experiences and production transparency. Buell highlights examples like Domino's Pizza Tracker and Japanese bullet train services, showcasing how openness boosts trust and morale. He emphasizes that operational transparency can create value for both customers and employees, transforming perceptions and engagement.