Summer must-reads: 10 marketing books for your beach bag
Business2Community recommends a new book by Robert Cialdini, Regents’ Professor Emeritus of Psychology and Marketing.
Business2Community recommends a new book by Robert Cialdini, Regents’ Professor Emeritus of Psychology and Marketing.
Consumer Reports covers the 2013 National Consumer Rage study, from the Center for Services Leadership, directed by Mary Jo Bitner, and Customer Care Management & Consulting, Scott Broetzmann, president.
The burgeoning field of analytics was made famous by the book and movie, “Moneyball,” which showed how the Oakland Athletics and Boston Red Sox gained a significant advantage over other baseball teams in the early-to-mid 2000s by their use of statistical formulas. Today, virtually every major sports organization uses analytics throughout its business. At a recent symposium sponsored by the W. P. Carey School’s Sports Business Association, the numbers professionals talked about the ways analytics is building performance – both on the court and in the stadium.
Considering all the pills, plans and gadgets that promise miracles, you’d think consumers were always on the lookout for products that can effortlessly remedy woes. But most aren’t, says Adriana Samper, an assistant professor of Marketing at the W. P. Carey School of Business.
Adriana Samper studies how companies aim their products at consumers. People equate greater effort with greater control, and consumers who are feeling low control choose products that can help them regain control through their personal exertion. Which marketing standpoint garners the most buyers?
Wick’s against-the-grain and often counterintuitive transformation of American Home Shield’s customer service model resulted in an approach focused on the end-to-end customer journey. This has allowed the company to realize tremendous gains in customer satisfaction and actually save money in the process.