With the launch of Standard Market in September 2018, the first physical supermarket operated by the startup Standard Cognition, the company is entering the test phase of what could be the future of brick-and-mortar grocery stores. The special thing here? The store does not have any checkouts. Instead, the store is equipped with 27 cameras …
“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 …
This new white paper by the Center for Services Leadership captures learnings from the 2018 Compete Through Service Symposium, which was held in October 2018 in Scottsdale, Arizona. The Symposium’s themes, Tech that Propels the Future of Service and Mastering Service Culture are discussed in the white paper along with key takeaways and insights that …
When E. Coli was discovered in romaine lettuce this spring, grocers across the country pulled the greens from their shelves and consumers were warned not to eat any they had purchased. Since food borne illness does not wait for business processes to confirm the exact source and culprit, retailers were forced to pull all produce …
With increasing frequency, technology is providing elements of customer care that used to be handled by people. The apps on our phones, the internet of things and artificial intelligence (AI) have already revolutionized the way we interact, and that transformation is projected to accelerate. But author Jeanne Bliss reminds us that interactions with our colleagues …
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 …
Uber reached a new high-water mark in May with 5 billion trips since its founding in 2010. That 5 billionth trip was actually 156 trips that started simultaneously in 24 countries on six continents. The company has experienced a rate of growth that staggers, and today, passengers can find a ride on their Uber apps …
In early September, I traveled with friends along the Dalmatian coast, enjoying the sunshine and lingering over cappuccinos late into the night. One evening at dinner, I couldn’t help but remark about the wonderful service at the restaurant. While it was the end of the busy tourist season, our waiter was amazingly attentive. He made …
By Terry Cain EVERY EMPLOYEE, EVERY MINUTE, EVERY DAY…Making memorable moments for our customers…yeah, right!!! This idea of ‘culture eating strategy for breakfast’ applies to having a consistent customer experience via a consistency in the culture. Our cultures have cycles of virtue and cycles of vicious. Which cycle are you in? The Virtuous Cycle of …
