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When Apologizing to Customers Hurts More Than It Helps

Long before technology enabled firms to identify and address service failures in real time, Fred Taylor Jr. earned an unusual nickname from a reporter: “Chief Apology Officer.” At Southwest Airlines, he championed a then-radical idea—don’t wait for customers to complain. Instead, build a team that reaches out first, acknowledges disruptions, and says sorry before frustration […]

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How AI Helps the Best and Hurts the Rest

Topics Frontiers An MIT SMR initiative exploring how technology is reshaping the practice of management. More in this series Mark Shaver/theispot.com Summary: Can generative AI serve as an on-demand business adviser? A field experiment with hundreds of small business owners in Kenya found that AI access boosted revenues and profits by 15% for high performers […]

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