A version of this article appeared in the November–December 1995 issue of Harvard Business Review.
Competing on Customer Service: An Interview with British Airways’ Sir Colin Marshall
The airline wants customers to know that it carries millions but to feel that it looks after their individual needs.
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Leading People Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Leading People. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
What you need to know about being in charge.