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. …

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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 …

What You Need to Know About Collaborative Consumption

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 …