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Knowledge Exchange  A CEO's mantra: Stop customers from suffering

IESE Insight For a regulated public utility like Madrileña Red de Gas, what's the bottom-line incentive to pursue customer-service improvements? The CEO, Alejandro Lafarga, explains his business calling. Read article

Studies and Reports  How profitable are bike-sharing systems?

Martínez, Sergi; Tapia, Albert; Bernardo, Valeria; Rodríguez Planas, Miquel; Ricart, Joan Enric For every 1 euro invested in urban bike-sharing programs, cities are seeing as much as 1.72 euros in return. Will this golden era of cycling last? A look at the economics, well-being and future directions on two wheels. Read article

Books  Don't be deceived: 6 key misconceptions that can harm your business

Nueno, Pedro "In business, as in life, fooling yourself often costs more than facing the truth," says Pedro Nueno. His latest book examines how self-deception happens within companies and offers ways to root it out. Read article

Latest IESE documents

General Management in Latin and Ibero American Organizations: A Humanistic Perspective Editor(s): Caldart, Adrian; Ricart, Joan Enric; Carrera, Alejandro