What does your customer really need? Customers possess unique knowledge about usage necessary if companies are to design successful services. But customers also have what researchers call latent needs: requirements or issues that users themselves do not perceive or cannot articulate. To address this, many companies involve customers in co-creating innovations, but seldom do they …
“There is no such thing as a free lunch.” That adage tells us that there is always some sort of cost attached to a complimentary service. In the case of free service offerings, customers will bear with elements such as advertising and interruptions in order to enjoy the basics of a particular service as long …
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 …
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. …
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. …
