Later this evening, USC’s Marshall School of Business will revisit a case study on Make It Work Inc. through a presentation by our co-founder and CEO, Eric Greenspan. Invited back for a second time since the release of the case study, Greenspan will share insights on the technology used to provide real-time results and mind-blowing customer service.

USC Marshall School of Business has published a case study about Make It Work, Inc.®, the Neighborhood Computer Support company™, analyzing the technology used by the company to encourage real-time response from employees to ultimately grow their customer base. A customer service-oriented business, the study shows how “delight” is emphasized in every aspect of Make It Work, from providing service for clients to communicating internally.

The teaching case, formally titled “Growing Delighted Customers in the Digital Ecosystem: Customer-Centricity at Make It Work, Inc.” was prepared by YoungKi Park, Doctoral Candidate in Information Systems at the USC Marshall School of Business under the direction and editorial guidance of Professor Omar El Sawy.

Park collected information from the management team at Make It Work and studied the way the business runs first-hand. The study drills down on the various methods of communication Make It Work utilizes, including email, social networking and a web-based customer management system.
Make It Work co-founder and CEO, Eric Greenspan, will return to USC this March to present to the Marshall School of Business class entitled, “Business Models for Interactive Digital Media & Services”. This will be his fourth time guest speaking at the Marshall School. Other companies being studied in the course this semester include Google, Apple, Sony and Hulu.

“We are honored to be a part of this case study specifically due to our focus on providing mind blowing customer service,” said Greenspan. “Our dedication to delight isn’t just a tagline, it’s the way we do business and it’s great to be recognized for achieving this by USC’s business school. Go Buckeyes.”

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Click here to read the full case study. Questions or comments? Give us a call at (877) MAKEITWork or (877) 625-3489.

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