Make Customers Happier with Operational Transparency

Ryan Buell, associate professor at Harvard Business School, says
the never-ending quest for operational efficiency is having
unintended consequences. When customers don’t see the work that’s
being done in back offices, offshore factories, and algorithms,
they’re less satisfied with their purchases. Buell believes
organizations should deliberately design windows into and out of
operations. He says increasing operational transparency helps
customers and employees alike appreciate the value being created.
Buell is the author of the HBR article "Operational Transparency."