Winning Online Shoppers’ Trust With Signs of Quality

E-commerce platforms such as Amazon offer essentially anything and everything a person could want or need within a few clicks of the mouse, or a few taps on a smartphone. Yet despite all of the convenience of online shopping, customers are not physically able to interact with the products prior to making a purchasing decision. …

ServiceFriday: Why Asking for Positive Customer Feedback is Essential

Complaints and negative customer feedback certainly get our attention as service providers. Current research mostly focuses on addressing the consequences of negative customer feedback, but is positive customer feedback just as important to influence customer behavior and service outcomes? An article in the Journal of Services Marketing explores this question. In it, author Linda Nasr …

Impact Workers – The Talent Opportunity

The current historically low employment rate may signal a strong economy, but managers and HR professionals know that there is a flip side: a growing shortage of talent to fill available jobs. According to the Society for Human Resource Management (SHRM), companies are trying to fill 7 million jobs right now, but only 6.3 million …

ServiceFriday: Interesting Reads for Service and Beyond

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. This Week’s ServiceFriday Posts: March 29, 2019 …

ServiceFriday: Four Factors that Make Customers use Your Mobile App Regularly

Since mobile technologies and apps have become a core element in people’s daily lives, branded apps have become an essential marketing communication channel to attract new customers and to enhance customers’ brand loyalty. Apart from acquiring users to download the app, it is even more valuable to persuade your customers to use the app continuously. …

ServiceFriday: Channel Your Anger to Manage Service Failures

“…customers are more satisfied with failed service encounters when they are aware the employee was reprimanded.” This research paper by Pugh et al. proposes a new and very cost-effective approach to mediate service recovery. To be effective, however, corrective actions must be performed in a very specific way: “One of the challenges associated with employee …

New CSL White Paper – Customer Success in the Age of Data

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 …

Edge: Helping Youth Get that First Job

The Center for Services Leadership is helping develop a customer service curriculum aimed at youth between the ages of 16 and 24 who are not in school and not working. This is the first time that the Center is involved in delivering customer service education to those who will man the front line. The music …