# In an op-ed, Prof. Michelle Greenwald says the user experience can make or break a business

1 Faculty News February 24, 2012 ![Inc. logo](/sites/default/files/styles/246w/public/assets/images/con_032188.jpg?itok=e-_825Cu)>

Excerpt from [Inc. Magazine](http://www.inc.com/michelle-greenwald/how-to-deliver-stellar-customer-service-experience.html) -- "All businesses, whether big or small, should go to the trouble of learning those little things that customers value above and beyond the basic product or service."

[Read more](http://www.inc.com/michelle-greenwald/how-to-deliver-stellar-customer-service-experience.html)