Word: nordstrom
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Whatever the case, improving customer service must become a priority at Harvard, or it may soon find itself playing Filene's Basement to the Nordstrom's in New Haven or Princeton...
...upscale department store chain Nordstrom's, for example, employees routinely pass out free beverages to weary shoppers and their spouses. Similarly, low-cost carrier Southwest Airlines encourages its ticket agents to joke with passengers waiting in line to board a delayed flight...
...when it comes to institutions of higher education like Harvard, the suggestion that "customer knows best" might bring blank stares, if not sarcastic chuckles from top administrators. Indeed, this mentality that has won so much praise (and new business) for firms like Nordstrom's or Southwest goes against everything that the world of academia stands...
...this service revolution expands in the field of higher education, even top-tier schools like Harvard soon will begin to feel the pinch. In the meantime, College and University officials ought to use their influence to make Harvard not only an academic leader, but also a "Nordstrom's" of the higher education industry...
Whatever the case, improving customer service must become a priority at Harvard, or it may soon find itself playing Filene's Basement to the Nordstrom's in New Haven or Princeton...