– Written by Natalie Both for the Center for Services Leadership Memorable experiences can have a lasting impact on our perceptions of the brands and companies with which we associate them. A complimentary pint of Guinness served at the highest point in Dublin, with 360-degree panoramic views of the city, is an unforgettable ending to a …
– Written by Natalie Both for the Center for Services Leadership Businesses are constantly faced with the question of how to more effectively engage customers with their brand. Encouraging positive word-of-mouth between consumers can be beneficial, but how influential is the means through which they choose to communicate? With online review platforms so readily available, consumers …
Promoting brand loyalty and customer engagement is increasingly important in a world of service where innovation is constant. Brand loyalty is “a customer’s favorable attitude towards the service organization that results in repeat buying behavior.” Customer brand engagement behaviors (CBEBs) encompass customer actions involving the collection of brand information, participation in brand marketing activities and …
Welcome to the CSL’s “ServiceFriday”. Each Friday we post three summaries from some of our favorite sources from research literature, news articles, blogs, and more. The posts are curated to cover topics that are interesting, relevant, and thought provoking in the realm of service, business, education, and beyond. If you like our blog and posts, …
It is common practice to try and retain customers through loyalty programs (LPs) that typically offer rewards for continued business as incentives to stay with the company. LP’s, however, can be costly to service providers if the rewards can be easily replicated or lead to a price war. How, then, can service providers adequately offer …
“Because satisfaction surveys serve a dual purpose of providing valuable customer feedback and incorporating bidirectional communication into relational marketing strategies, understanding their longer term effects is important.” The findings, in a study published in the Journal of Service Research by Andrea Godfrey Flynn, et al., suggest that “soliciting customer feedback after every service visit could …
In an article published in the Journal of Service Management, CSL Faculty Ruth Bolton with co-authors including CSL Faculty Network members, Janet McColl-Kennedy, Andrew Gallan, and Lars Witell, presented a new take on the concept of customer experience and its connection to physical, digital and social realms. While past research mainly focused on the separate …
