consumer-brand relationship – Center for Services Leadership

Customer Misbehavior in the Collaborative Economy: Is It Contagious or Not?

When you as a customer enter a car from a car sharing company and it is dirty and trashed, are you more likely to add your trash or clear it up? A team of European researchers investigated whether customers adapt their behavior in the context of a car sharing service. In this video, they share …

Branding Your Customer Experience – 2016 Compete Through Service Symposium Theme

We invite you to join us for 2016 Compete Through Service Symposium on October 26-28th, in Scottsdale, AZ!

This year the Symposium will emphasize three themes: Branding Your Customer Experience, Digital Transformation of Service, Growing the Service Business.

Should We Focus on Service Quality or Emotions? How to Build Customer-Brand Relationships to Increase Marketing Performance

By Bettina Nyffenegger Managers often have to decide whether their marketing activities should focus on improved services and functional features or on more emotional content to develop strong customer-brand relationships. That was a challenge that the Head of Marketing of a large European Airline was facing at the time we conducted a research project on …

Tag: consumer-brand relationship