By: Jeanne Bliss Over the last ten years I’ve become convinced that annual planning is the Achilles’ heel of customer experience. It is at the root of what inhibits the most efficient investment on priority investments in customer driven growth. That is because annual planning usually starts with the silos, not the customer asset, and not …
The INSIGHT Group / CSL CTS Symposium Survey Panel By Ed Petrozelli By all accounts, the use of big data and analytics is exploding. Ironically, relatively little hard analysis has been done to assess exactly how it is being applied, and to what effect – especially as it relates to services. So, as has been …
Interview with Laurel Anderson and Amy Ostrom, Editors of the Special Issue of Journal of Service Research, Transformative Service Research: A Multidisciplinary Perspective on Service and Well-being In August of this year Journal Service Research published a highly anticipated special issue on Transformative Service Research, a Multidisciplinary Perspective on Service and Well-being. The entire issue will …
Offering a seamless multichannel service is a priority for many companies. This research offers a model that can help marketers focus their effort in achieving customer satisfaction across different channels. The research team introduces the 5C model of customer satisfaction that can be used to benchmark performance across various channels. Getting these “mirror attributes” right …
By Riccardo de Marchi Trevisan At the recent Frontiers in Service conference in San Jose, CA, I had the pleasure of introducing a presentation from 3Pillar Global, Rockbridge Associates and the Center for Excellence in Service at the University of Maryland’s Robert H. Smith School of Business that was up for the Best Practitioner award. The …
Interview with Mary Jo Bitner and Stephen W. Brown, co-authors of the book “Profiting From Services and Solutions: What Product-Centric Firms Need to Know”. The interview was recorded in July, 2014, when the book first came out. Podcast Transcript This podcast was brought to you by the Center for Services Leadership, a ground-breaking research center …
Are you trying to increase customer referrals? This research suggests to target a specific segment for maximum results.
“Students often face problems accomplishing their goals because colleges and universities have poor processes. Service blueprinting, a type of process map, focuses on the student (or customer) experience and illuminates things an organization can do to identify and fix problem processes.” In her recent EDUCAUSE article Nancy Stephens shares 3 different examples of how Service Blueprinting can …
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 …
