Youngme Moon and Mihir Desai welcome their colleague Ryan Buell to discuss whether airlines deserve their reputation for terrible customer service. They also share other customer service pet peeves, as well as their personal “Customer Experience Picks.”

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For interested listeners:

• Ryan Buell in HBR: The Parts of Customer Service That Should Never Be Automated

You can email Youngme, Mihir, and Felix with your comments and ideas for future episodes at: harvardafterhours@gmail.com.

HBR Presents is a network of podcasts curated by HBR editors, bringing you the best business ideas from the leading minds in management. The views and opinions expressed are solely those of the authors and do not necessarily reflect the official policy or position of Harvard Business Review or its affiliates.

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