Say “yes” to speak with a representative — service automation frustrating customers — Peter Weill

MIT Sloan Sr. Researcher Peter Weill

Have you tried to apply for a mortgage lately? If so, you might have some rather unpleasant memories of filling out endless forms and – if you had a question — trying to navigate through a voice recognition telephone system that didn’t understand you. If you were able to actually reach a real person, that employee might have been more focused on the procedure than actually listening to you. What is the result of this automation of processes? Not surprisingly, it’s disconnected and frustrated customers. Read More »

Yasheng Huang: Goldman Sachs’ 10,000 Women Initiative will help train the next generation of Chinese entrepreneurs

MIT Sloan Prof. Yasheng Huang

I am just back from an exciting weeklong trip to China to meet applicants for a new program MIT Sloan is helping develop at Yunnan University for women entrepreneurs. The program is part of Goldman Sachs’s 10,000 Women Initiative. Goldman’s initiative is a $100 million campaign designed to provide business and management education to promising female entrepreneurs in developing countries.

I met 15 candidates and found them each to be impressive – educated, articulate, and brimming with ideas. They have already experienced some success: some of them had at least 1 million yuan in revenue, which is about $150,000. Read More »