When done badly, service recovery can further damage the consumer trust. What can you do to restore the trust after failing a customer twice? As research shows, an apology and assurance that the problem won’t occur in the future are more effective than a monetary compensation. To learn more about the study, read SAGE blog post …
Any Way Goes: Identifying Value Constellations For Service Infusion In SMEs Christian Kowalkowski, Hanken School Of Economics Lars Witell, Linköping University Anders Gustafsson, Karlstad University In competitive markets, firms seek new ways to differentiate their business, including an increased focus on service, often referred to as service infusion. Of the studies that seek to understand …
“The exposure to the speakers and having access to their expertise has been beneficial. Each of them is an expert in different areas of service… I am coming out with a larger appreciation of service and how it applies to what I do.” – Stacy Polonicoff, Sr. Manager of Client Solutions, The Co-operators “The …
We had another engaging educational program this year! The 3 day event was packed with insightful and dynamic presentations by business and academic thought leaders, small group discussions and networking events. We were excited to welcome teams from over 20 companies who joined us for Services Leadership Institute at W. P. Carey School of Business …
The CSL’s member companies and board members are key partners and contributors to the Center. We are happy to announce our most recent partnership with Philips Lighting, a leading provider of solutions and applications for both professional and consumer markets. Philips has a strong motivation for partnering with the Center and notes that the rapidly …
JOIN US ON A SERVICE EXPEDITION: Exploring Services from the Customer’s Point of View on January 15th, 2016! We invite you to experience a set of integrated service design frameworks that, when used together, are a powerful tool for creating and sustaining customer experience that is aligned with your organization’s brand and customer experience strategy 1. Service …
By: Joe Wheeler Just over 20 years since its first publication, the Service Profit Chain still appears in the presentations of leading companies at conferences around the world. Perhaps no other management model has survived the test of time and scrutiny by both business and academic leaders. Why? Well, perhaps the premise is difficult to …
A new study found that feelings of anger can overcome feelings of joy during the holiday season for those who seek shopping help through customer service.
Source: ktar.com
“ASU’s 2015 Customer Rage Survey found about 54 percent of people will have an issue with a product or service they receive”
TEMPE, Ariz., Dec. 3, 2015 /PRNewswire-USNewswire/ — As we purchase, wrap and give presents this season, few…
Source: www.prnewswire.com
What can your business do to help cut down on customer dissatisfaction this holiday season?
Thank you everyone who attended Compete Through Service Symposium this year! You made it another great event! Mark your calendars for the next year’s Symposium, which will take place on October 26-28th, 2016. We look forward to seeing you there!
