ServiceFriday: Customer Involvement in the Service Design Process

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 …

ServiceFriday: Joining Different Views – How to Deliver a Wholesome Customer Experience

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 …

The Next Wave of Service Delivery: Success Accelerators!

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. …

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. …