Product details

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Case
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Reference no. 9-610-S23
Spanish language
Published by: Harvard Business Publishing
Originally published in: 2010
Version: 14 September 2007
Revision date: 03-May-2019

Abstract

This is a Spanish version. Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and 'high-touch' customer service. A family-run business, Mitchells has built its success with a customer service strategy known internally as 'hugging'. The term is deceptively simple. The firm's true success lies in: (1) its blend of a warm, other oriented corporate culture; (2) sophisticated information technology; and (3) an effective family business structure. It is currently considering further expansion for future generations. A rewritten version of an earlier case.
Location:
Industry:
Size:
USD65 million
Other setting(s):
2003

About

Abstract

This is a Spanish version. Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and 'high-touch' customer service. A family-run business, Mitchells has built its success with a customer service strategy known internally as 'hugging'. The term is deceptively simple. The firm's true success lies in: (1) its blend of a warm, other oriented corporate culture; (2) sophisticated information technology; and (3) an effective family business structure. It is currently considering further expansion for future generations. A rewritten version of an earlier case.

Settings

Location:
Industry:
Size:
USD65 million
Other setting(s):
2003

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