Category: General

CSL Leads a Conversation on Leveraging Big Data & Analytics for Service Innovation and Growth at ISBM Academic Conference

Institute for the Study of Business Markets (ISBM) of PennState Smeal College of Business held its biannual academic conference “Advances in Business-to-Business Marketing” in August 2016 in Atlanta, Georgia. Center for Services Leadership (CSL) was invited to to lead a session on Leveraging Big Data & Analytics for Service Innovation and Growth: Promising Research Avenues Grounded in Managerial Practice with …

Innovation – What it is, and is NOT

By Don Smith “You keep using that word, I do not think it means what you think it means.” Inigo Montoya’s famous line from The Princess Bride instinctively pops into my head (sometimes muttered under my breath) when I read yet another article on the thin, worn topic of “innovation”. In its often misunderstood overuse, …

Customer Rage Study: Interview With Scott Broetzmann and Mary Murcott

  Podcast Transcript This podcast is brought to you by the Center for Services Leadership, a groundbreaking research center in the W.P Carey School of Business at Arizona State University. The Center for Services Leadership provides leading edge research and education in the science of service. Darima Fotheringham: Welcome to the CSL Podcast. I am …

How to Recover Customer Trust After Unsatisfactory Service

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 …

Complain Like a Pro: 5 Tips for Effective Communication With Customer Service

By Mary Murcott The results of 2015 Customer Rage Study show that consumers are increasingly dissatisfied with customer service in spite of the investments companies are making to improve customer satisfaction. Over 60% of the consumers interviewed for the study felt that they got “nothing” in response to their complaints about a problem with a …

Seven Effective Practices For Preventing Customer Rage

By Mary Murcott “What we’ve got here is a failure to communicate”. That is a reference to the 1967 movie Cool Hand Luke, and my assessment after rereading the findings of our Consumer Study on Customer Rage associated with complaints and the complaint handling process. The communication problem exists on many levels – between customers …

ANY WAY GOES: IDENTIFYING VALUE CONSTELLATIONS FOR SERVICE INFUSION IN SMES

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 …

How to Create Brand Advocates and Avoid Brand Terrorists

How can a single encounter turn a once beloved customer into a brand terrorist? What sort of event transforms a low value customer into a brand advocate? Through a series of studies spanning multiple industries (banking, hospitality, B2B/manufacturing), our research team examined more than 5,000 encounters with customers to identify what made some events forgettable and others really critical, or what we call transformational relationship events (TREs).

Services Leadership Institute

“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 …

2016 Services Leadership Institute Recap in Pictures

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 …