With increasing frequency, technology is providing elements of customer care that used to be handled by people. The apps on our phones, the internet of things and artificial intelligence (AI) have already revolutionized the way we interact, and that transformation is projected to accelerate. But author Jeanne Bliss reminds us that interactions with our colleagues …
Companies be warned. People have troubling concerns about emerging technologies that would probably surprise your managers and executives — and these people include employees as well as customers. As a society, the big kitchen-table talk that we need to be having concerns our fears about the ways our role as humans may change in the future. …
Customer Success in the Age of Data – Partnering with Customers for Mutual Success Customer Success (CS) is a new concept helping companies find ways to retain customers and maximize revenues in a business environment characterized by big data, changing modes of consumption and new business models. The latest white paper produced by the CSL, along …
What does betting on the ponies have to do with marketing? Back in the late 1970s, Professor of Marketing Ruth Bolton and her husband, Professor Randall Chapman, saw an opportunity to try out a new tool to explore one of the foundational questions in marketing: how do people make decisions about brands? Chapman had studied …
The Center for Services Leadership is helping develop a customer service curriculum aimed at youth between the ages of 16 and 24 who are not in school and not working. This is the first time that the Center is involved in delivering customer service education to those who will man the front line. The music …
“Attending the ASU Strategic Services Institute was an outstanding way for our team to spend some valuable time immersed among talented individuals and CSL experts. Chaos in today’s service industry driven by changing expectations was reinforced. The surprise for me came in the thoughtful and execution-oriented way to put the customer ‘lens’ front and center with …
Collaborative consumption (CC) has emerged as a new business model that has been very effective in serving Millennials. However, what does it really entail and when will it be successful? In CC, a platform provider acts as a matchmaker, so that a customer can access assets of a peer service provider. This article discusses how …
Companies are looking for practical measures that will help them grow through services and customer solutions beyond their traditional product core. In this series, Center for Services Leadership Co-Executive Director Wolfgang Ulaga takes us through a road map for building a B2B service and solution business. Part One: Is your firm on the fastest route …
Click Here to Listen to the Audio Podcast with Dr. Mary Jo Bitner Transcript: Customer rage decreased in the past two years, but negative emotions about interactions with firms about problems with products and services continue to simmer, costing companies billions in lost brand loyalty. The 2017 Customer Rage Study showed that a high number …
Uber reached a new high-water mark in May with 5 billion trips since its founding in 2010. That 5 billionth trip was actually 156 trips that started simultaneously in 24 countries on six continents. The company has experienced a rate of growth that staggers, and today, passengers can find a ride on their Uber apps …
