Ethics: Maintain Bright Lines – Interview with Dr. Marianne Jennings

Click Here to Listen to Audio the Podcast with Dr. Marianne Jennings Transcript:  For 40 years, Marianne Jennings has been teaching students and companies about ethical behavior in business settings. Professor emeritus of legal and ethical studies at the W. P. Carey School of Business, Jennings is the author of The Seven Signs of Ethical …

Will Your Culture Support a Transformation to a Service Business Model?

Companies are looking for practical measures that will help them grow through services and customer solutions beyond their traditional product core. In this series, Center for Services Leadership Co-Executive Director Wolfgang Ulaga takes us through a road map for building a B2B service and solution business. See Part One Will Your Culture Support a Transformation …

From Products to Services and Solutions. Embracing Customer Centricity in B2B

Interview with Mary Jo Bitner and Stephen W. Brown, co-authors of the book “Profiting From Services and Solutions: What Product-Centric Firms Need to Know”. The interview was recorded in July, 2014, when the book first came out. Podcast Transcript This podcast was brought to you by the Center for Services Leadership, a ground-breaking research center …

Examining the Student Experience Using Service Blueprinting (EDUCAUSE Review) | EDUCAUSE.edu

“Students often face problems accomplishing their goals because colleges and universities have poor processes. Service blueprinting, a type of process map, focuses on the student (or customer) experience and illuminates things an organization can do to identify and fix problem processes.” In her recent EDUCAUSE article Nancy Stephens shares 3 different examples of how Service Blueprinting can …

Being Your Customer's Hero: Interview with Adam Toporek.

Your new book, Be Your Customer’s Hero, is launching next week. Tell us, what inspired you to write this book? My desire to write this book came from the old business axiom of “find a need and fill it.” However, the need I was filling was first and foremost my own. Be Your Customer’s Hero …

The Victuous Cycle

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 …

Putting Customers at Ease: The Patient’s Point of View

By Andrew S. Gallan Sally, a married 54-year-old mother of two teenage girls, had just returned from her mammogram follow-up appointment with a troubled look on her face. “What’s the matter?” asked her husband of 25 years. “Again, something showed up, so I have to go for another mammogram and some additional tests,” she responded. …