Ryan Buell, associate professor at Harvard Business School, says the never-ending quest for operational efficiency is having unintended consequences. When customers don’t see the work that’s being done in back offices, offshore factories, and algorithms, they’re less satisfied with their purchases. Buell believes organizations should deliberately design windows into and out of operations. He says increasing operational transparency helps customers and employees alike appreciate the value being created. Buell is the author of the HBR article "Operational Transparency."

Ryan Buell joins Youngme and Mihir to debate airline service complaints and customer service issues. They explore reasons behind complaints, incremental price increases, pre-tipping, automation benefits, and employee well-being impact on customer experience. Anecdotes on exceptional service and genuine apologies are shared.