Regaining Customer Love
About this episode
The episode discusses how organizations can improve customer relationships and business performance by making customer love a central principle.
IN THIS EPISODE: Every organization begins by serving customers. Not all of them get it right — or keep it that way. So where does the customer relationship break down? In this episode, Denise Silber speaks with HBS MBA Caroline Evans de Gantes, a transformation leader who has spent more than two decades helping companies design strategy, culture, and operations around customer love as an organizing principle. Caroline recalls arriving at Harvard Business School in 2008 just as the Lehman Brothers collapse unfolded — an experience that shaped her leadership perspective: progress comes from experimentation, learning quickly, and working closely with frontline teams. Drawing on transformations across industries known for difficult customer relationships, she shares what it takes to reconnect organizations with the people they serve. From mobile phone insurance and broadband installation to the transformation of leading real-estate marketplace SeLoger within the Aviv Group, the conversation explores how leadership culture, incentives, and technology can be realigned around customers — and how doing so improves business performance. Throughout the discussion, Caroline shows that…
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