By Peter C. Verhoef Firms constantly re-evaluate their service channels. Customers are serviced through multiple channels, but usually use their preferred channel most frequently. However, some channels are more costly for the companies than other channels. Channels involving service employees, such as call centers, are much more expensive, especially when compared to the digital self-service …
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 …
