ServiceFriday: Channel Your Anger to Manage Service Failures

“…customers are more satisfied with failed service encounters when they are aware the employee was reprimanded.” This research paper by Pugh et al. proposes a new and very cost-effective approach to mediate service recovery. To be effective, however, corrective actions must be performed in a very specific way: “One of the challenges associated with employee …

ServiceFriday: Universities as Drivers of Prosperity

For strategic executives trying to figure out the location for the next expansion of their business, the decision might have just become a little bit easier. In a research paper published in the Economics of Education Review in September 2018, Anna Valero and John Van Reenen examined the economic effect of universities on their surrounding …

Remember What Your Mother Used to Say: Share, Trust, and Play Nice

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 …

Talk Amongst Yourselves: The Importance of Widening the Technology Discussion

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. …

New CSL White Paper – Customer Success in the Age of Data

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 …

Your Best Bet: Finding the Right Model

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 …

Edge: Helping Youth Get that First Job

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 …

Strategic Service Institute: Form a Crack Team to Solve Your Service Performance Issues

“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 …