ServiceFriday: Trending Up – The Differences Among Trendsetter Groups

– Written by Jack Lechich for the Center for Services Leadership The year is 2020 and being an Instagram model is now a profession. While it might seem that everyone is attempting to be an influencer or trendsetter in some capacity nowadays, not everyone can be. One’s identity in terms of which trendsetter group (i.e. …

ServiceFriday: Sense of Humor – Humor’s Impact on Consumer Behavior

– Written by Jack Lechich for the Center for Services Leadership Rodney Dangerfield, Robin Williams, Jerry Seinfeld, Dave Chappelle and Chris Rock all have one thing in common – other than being some of this author’s all-time favorite stand-up comedians – and that commonality is that people flock(ed) to them. But even more recent comedians …

ServiceFriday: Refrain from Referral? Behavior in Referral Rewards Programs

– Written by Jack Lechich for the Center for Services Leadership Referral reward programs (RRPs) are applied by firms to use existing customers to recommend a firm’s service to friends, family and potential new customers. Having become ubiquitous among the service industry, current research on RRPs is far from exhaustive as most studies on them …

ServiceFriday: Communicating with Customers: Are You Using the Best Method?

– Written by Natalie Both for the Center for Services Leadership The way you convey a message often has more of an effect than the message itself. When we give presentations or speeches, we know that the way we dress, our facial expressions, and our overall confidence are important in captivating an audience. This is …

ServiceFriday: Diversification – Should Firms Attempt It?

– Written by Natalie Both for the Center for Services Leadership In the service industry, how are some firms able to diversify when they are on the extreme end of the intangibility range? It would seem that the best way to remain successful is to specialize in one service and offer only that. However, recent …