The Center for Services Leadership is a proud sponsor of the Young Scholar Research Competition and Awards presented at the annual Organizational Frontlines Research (OFR) Symposium held February 21-22, 2019 at the annual 2019 AMA Winter Educators’ Conference which was held February 22 – 24, 2019 in Austin, Texas. Organizational Frontlines Research (OFR) is the …
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 …
Academic research is a deep vein of insights for business. The best research inspires further academic inquiry, and as the new ideas move into the practice of business via the popular press, textbooks, classrooms and executive education, research proves itself a well-spring of innovation. In June, the Journal of Service Research (JSR) was ranked No. …
Check out CTS speaker, James “Alex” Alexander, and his thoughts on Customer Success
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).
By Robert F. Lusch There is no other Business than a Service Business Ingrained in our mindset, through schooling, industry practices and government accounting is the belief that the economy consists of primary or extractive industries such as mining, fishing, forestry and farming; secondary industries such as manufacturing which takes the outputs from primary industries …
By Beth Walker and Crina Tarasi Few firms consider “whether all of their individually desirable customers are, from the standpoint of risk, desirable collectively” (Dhar and Glazer 2003). Dr. Beth Walker, Arizona State University, and Dr. Crina Tarasi, Central Michigan University, present the findings of two papers that highlight the importance of considering the likely …
