Ryan Buell

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.

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.