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Operational Transparency: Make Customer Happy By Showing Your Work
How Operational Transparency can help improve your customer experience.
“When customers are separated from the people and the processes that create value for them, they come away feeling like less effort went into the service. They appreciate the service less and then the value the service less as well.”
— Ryan Buell, Harvard Business School
Have you ever eaten at Subway? Their servers, called Sandwich Artists, make your food to order right in front of you. Step-by-step you tell the Artist what you want and how much of it you’d like, and they construct your perfect Subway sandwich.
“Showing their work” has proven to a be compelling business proposition. Subway is one of the largest food franchises in the world, with more than 41,000 stores in 100 countries.
If you’ve ever eaten at Subway, you’ve experienced the power of Operational Transparency.
