“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 …
Click Here to Listen to Audio the Podcast with Dr. Marianne Jennings Transcript: For 40 years, Marianne Jennings has been teaching students and companies about ethical behavior in business settings. Professor emeritus of legal and ethical studies at the W. P. Carey School of Business, Jennings is the author of The Seven Signs of Ethical …
Companies are looking for practical measures that will help them grow through services and customer solutions beyond their traditional product core. In this series, Center for Services Leadership Co-Executive Director Wolfgang Ulaga takes us through a road map for building a B2B service and solution business. See Part One Will Your Culture Support a Transformation …
This post was originally published in 2014. By Nancy J. Sirianni Brands are created by companies, but it’s the end customer who ultimately determines what the brand means to them. So, how do customers come to truly understand a brand and what it stands for? Service brands are experienced on a personal level, with employees …
Check out CTS speaker, James “Alex” Alexander, and his thoughts on Customer Success
By: Christine McHugh My experience in customer service started in middle school, working for my grandparents at their retail gift shop. Subsequently, a stint as a restaurant hostess and then a receptionist at a hair salon led me to managing a chain of espresso carts in Seattle where I enjoyed making coffee and talking with …
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 …
By: John Abraham Several years ago, I met a successful customer service director in a retail bank. She had led the charge to bring customer experience thinking into the bank’s branch operations and call centers, defining how the company’s brand promise should be reflected in customer interactions. In fact, they had developed a specific greeting …
By Seigyoung Auh, Omar Merlo, and Andreas Eisingerich In 2012, the global fast food chain McDonald’s launched a website in Canada called “Our Food. Your Questions”. The digital platform allowed consumers to ask the company absolutely anything about its food. As the website increased in popularity and customers asked some very tough questions, the company and …
