By Terry Cain EVERY EMPLOYEE, EVERY MINUTE, EVERY DAY…Making memorable moments for our customers…yeah, right!!! This idea of ‘culture eating strategy for breakfast’ applies to having a consistent customer experience via a consistency in the culture. Our cultures have cycles of virtue and cycles of vicious. Which cycle are you in? The Virtuous Cycle of …
In preparation for the 29th annual Services Leadership Institute (SLI), March 30 – April 1st, 2015, we sat down with Doug Olsen, SLI Faculty Director and Associate Professor of Marketing at W.P. Carey School of Business, ASU, to talk about some of the highlights of this year’s program. 1. This year marks the 29thoffering of the Service Leadership Institute. I …
By Anika Kolberg We all have, at one time or another, wondered how something actually works – and then finally given up trying to understand it. The feeling that results is anything but satisfying. From a customer perspective, this is basically what happens when customers are confronted with a complex yet necessary service: They have …
Read an interview with the CSL Faculty Network Member Martin Mende, Florida State University, on Management INK blog: Martin Mende on Coproduction of Transformative Services. In this interview, Martin Mende discusses his research featured in the article “Coproduction of Transformative Services as a Pathway to Improved Consumer Well-Being: Findings from a Longitudinal Study on Financial Counseling” published in Journal of …
It was Mark Twain who said “if you tell the truth you don’t have to remember anything.” However most companies don’t onboard, educate and train employees thoroughly so when they tell “the truth” it can come out as verbal garbage (as displayed by… Source: www.forbes.com
If you want to create a successful customer experience today, learn to accommodate customers who want “alone together” time. Whether they’re millennials, Gen X, Boomers or Silent Generation, this concept has grown quickly in importance to today’s… Source: www.forbes.com
You can’t serve customers if this relationship is dysfunctional. Source: hbr.org 1. Develop a shared vocabulary and shared metrics. 2. Build a structure for collaboration. 3. Work together on a few customer journeys that matter. 4. See the customer journey all the way through. 5. Use Service Blueprinting!
A question for Uber, Airbnb, Weibo, and others. Source: hbr.org
By Beibei Dong As customers, we are increasingly participating in service production and delivery. We can be collaborating with service providers, for example by designing medical treatment plan with doctors. We are self-serving ourselves by using a grocery self-checkout or assembling IKEA furniture. With the proliferation of self-service technologies, customer participation has become an important …
Interview with Phil Klaus, the author of a new book “Measuring Customer Experience: How to Develop and Execute the Most profitable Customer Experience Strategies”. This interview concludes a series of CSL posts about Customer Experience Strategy by Phil Klaus: Demystifying The Black Box – How To Design, Manage, And Measure The Most Profitable Customer Experience (CX) Strategies …
