– Written by Natalie Both for the Center for Services Leadership Service technologies are constantly being created and improved, which can provide a multitude of new opportunities for businesses, customers and users. However, businesses tend to lean towards focusing too much on technological improvements, as opposed to customer value. How then can organizations continue to benefit …
We all love to shop at stores like Costco, where samples can be found throughout the aisles for us to enjoy while perusing. Many other grocery and retail stores have taken up this practice as well with the goal to increase customer sales and store loyalty. While this may be an effective strategy to convince …
Memberships are the foundation of revenue for admission-based services such as gyms, cultural and nature centers, the performing arts, and more. In addition to direct membership deposits, memberships generate indirect revenues through ancillary purchases such as concessions, merchandise sales, and parking fees. Moreover, membership renewals generate advances revenue, providing service providers with forecasts of available …
As an important means of customer relationship management, loyalty programs are used widely by airlines, supermarkets, hotels, and many other industries with the goal of attracting and retaining loyal customers. In a paper published in the Journal of Services Marketing, authors Baolong Ma, Xiaofei Li and Lin Zhang explore a model for why and how …
How extraordinary service communities cultivate human flourishing By Christopher P. Blocker and Andrés Barrios Service experiences are so common we often forget when we are “experiencing” them. As a society, we spend quite a bit of time, money, and energy in service settings like healthcare, education, entertainment, food, government, and transportation, to name a few. For …
By Evert de Haan and Peter Verhoef A large and growing amount of firms rely on Customer Feedback Metrics (CFMs) to monitor the customer base and the performance of the marketing department. Examples of these metrics include Customer Satisfaction (CS) and the Net Promoter Score (NPS). Recently, new customer feedback metrics, such as the Customer Effort Score …
By V. Kumar, Yashoda Bhagwat, and Xi Zhang It’s a hypercompetitive market and you are doing everything you can to retain your customers, yet you know that no matter what you do, you will still lose some customers to competitors. The competition to acquire new customers is fierce. How do you maintain your customer base? …
By Randy Wootton The Challenge Today, more and more companies depend on software as a service (SaaS) to operate essential parts of their business, such as managing their relationships with customers, driving sales performance, and maintaining employee communication. As the industry and surrounding ecosystem that delivers these services matures, it faces a growing demand for accountability and results. …
Interviewed by Donna Stone Ray Barton is the Chairman and former CEO of Great Clips. I had the opportunity to talk to him about how he built Great Clips into the world’s largest salon brand. Here are some of the key takeaways from our conversation. You can hear more of Ray’s insights at the Compete …
By M. Bridget Duffy, MD In an era that challenges healthcare organizations to do more with fewer resources, patient experience is often considered an add-on. However, in an increasingly competitive environment, organizations can no longer solely focus on stripping out waste and reducing costs. A growing body of evidence points to the human experience as …
