Describes a small, luxury retail chain of operational sophistication reached customer service through the use of technology and “high-touch”. A Mitchell’s family has “embraced.” His success with a customer service strategy known internally as built The concept is deceptively simple. The lawyers of the true success lies in its blend of warm, different corporate culture, sophisticated information technology and an effective family structure. It is currently exploring additional ex … Read more »

Describes a small, luxury retail chain of operational sophistication reached customer service through the use of technology and “high-touch”. A Mitchell’s family has “embraced.” His success with a customer service strategy known internally as built The concept is deceptively simple. The lawyers of the true success lies in its blend of warm, different corporate culture, sophisticated information technology and an effective family structure. It is currently the further expansion for future generations. A rewritten version of an earlier case.
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from
Amy C. Edmondson,
Corey Hajim,
Kelly Mulderry,
John A. Davis
Source: Harvard Business School
21 pages.
Release Date: 08 November 2004. Prod #: 605047-PDF-ENG
Mitchell Family and Mitchells / Richards HBR case solution