Harvard Business Review 201604
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The Best of HBR
Highlights of this month’s issue.
Revolutionizing Customer Service
Dramatic turnarounds require counterintuitive strategies.
Ethical Shoppers Don’t Inspire Us—They Bug Us
Why do people look down on consumers who make moral choices?
Priceline’s CEO on Creating an In-House Multilingual Customer Service Operation
Answering customers’ calls in 42 languages, usually 24 hours a day, creates logistical and talent management challenges. But The Priceline Group’s Booking.com brand finds that the payoff is worth it.
2015 HBR McKinsey Awards
Our annual recognition of outstanding articles in Harvard Business Review
The chaotic, sometimes grueling path to high-growth, high-impact entrepreneurship
Pipelines, Platforms, and the New Rules of Strategy
Scale now trumps differentiation.
Network Effects Aren’t Enough
The hidden traps in building an online marketplace
Products to Platforms: Making the Leap
Four steps to successful transformation
How to compete with platforms that ignore the rules
Making Exit Interviews Count
This underused practice can be a powerful tool for retention.
Culture Is Not the Culprit
When organizations are in crisis, it’s usually because the business is broken.
An Antidote to Incivility
How to protect yourself from rude colleagues
Case Study: Can an Airline Cut “Turn Times” Without Adding Staff?
The struggle to do more with less.
Still Trying to Get More Done
The latest in productivity hacks
Life’s Work: An Interview with Ruth Westheimer
The celebrity sex therapist on transitioning to a public career and “rewiring” instead of retiring