Dubai Duty Free
Posted: 9 Mar 2012
Date Written: October 15, 2010
Abstract
In mid-February 2009, Dubai Duty Free Managing Director Colm McLoughlin received the January sales report. He left the report lying on his desk unopened and went to walk around the shops as he did every morning. When he returned, he sat down at his desk, looked at the cover of the report, then called his wife, Breeda, to confirm that they were hosting a dinner party that weekend for some friends from Ireland who were in town for a golf tournament Dubai Duty Free was supporting.
Learning Objective: To demonstrate how value is created in a customer centric organization.
Suggested Citation: Suggested Citation
Rajiv Lal (Contact Author)
Harvard University - Business School (HBS) ( email )
Soldiers Field Road
Morgan 270C
Boston, MA 02163
United States
617-495-1257 (Phone)
617-496-5637 (Fax)
HOME PAGE: http://dor.hbs.edu/fi_redirect.jhtml?facInfo=bio&facEmId=rlal