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Five Ways to Learn Nothing from Your Customers' Feedback
Sales & Marketing Digital ArticleThe case for eschewing the traditional approach to customer satisfaction measurement. -
Customer Service in a Crisis
Rene Carayol of Cass Business School explains how First Direct's commitment to customer service saved a life on 9/11. -
Using Smart Speakers to Engage with Your Customers
Technology & Operations Digital ArticleIt's all about reducing friction. -
Transforming Strategy One Customer at a Time
Marketing Magazine ArticleHow B2B giant Thomson Corporation reinvented itself by embracing a P&G mind-set. -
High-Tech Touchpoints Are Changing Customer Experience
Sales & Marketing Digital ArticleAs technology becomes more powerful and affordable, your company is only limited by its imagination. -
Three Questions You Should Ask About Your Cyber-Security
Risk management Digital ArticleThe past year has seen near-constant revelations of large, well-respected institutions suffering cyber-attacks. The most damaging attacks, however, often never make it into the media. Yes, political hacktivists brag about Web pages defaced and customer information released over the Internet, but companies rarely reveal the attacks that result in the loss of valuable intellectual property […] -
Where Does the Customer Fit in a Service Operation?
Organizational restructuring Magazine ArticleWhile management skills can improve service systems, a manager is better off if he or she first has a clear understanding of the operating characteristics that set one service system apart from another. This author offers one view of services, which, if followed, results in a “rational approach to the rationalization” of services. His view, […] -
Using Mobile Phones to Capture Customer Experiences
Customer experience Digital ArticleThis post is part of Creating a Customer-Centered Organization. How well do you know your customers? We’re guessing not as well as you would like to … and not as well as you’ll need to in the future. Understanding customers has never been more important as empowered, fickle consumers take less notice of your marketing […] -
Nest and Google’s Customer Service Problem
Customer service Digital ArticleGoogle shows extreme disinterest in customer service but that won’t fly with its new acquisition. -
How Sales Reps Can Succeed in the Social Era
Customer service Digital ArticleThe best stay attuned to their customers’ signals in the social graph. -
Using Technology to Create a Better Customer Experience
Sales & Marketing Digital ArticleYour strategy should be driven by relationship-building - not shiny new tech. -
How Design Thinking Is Improving Patient-Caregiver Conversations
Customer service Digital ArticlePatients want to talk about their treatment in different ways. -
How to Structure Customer Service Calls to Boost Satisfaction and Sales
Sales & Marketing Digital ArticleResearchers found that service agents yield better results when they use warm language to start and end conversations, focusing on problem-solving in... -
Power of Unconditional Service Guarantees
Technology & Operations Magazine ArticleMost fears about guaranteeing service are groundless. But offering a weak guarantee won't lead to success. The best guarantee is unconditional, meaningful,... -
Sweat the Small Stuff
Organizational Development Magazine ArticleThe "broken windows" theory of crime prevention--pay attention to the details--pertains to companies, too. -
How Comcast Sets Its Customer Service Reps Up to Fail
Customer service Digital ArticleAnd why it’s “reprehensible,” for both employees and customers. -
Can Facebook Remain Faceless?
Sales & Marketing Digital ArticleI have been a consistent user of social media for many years. I've used Facebook, LinkedIn, Twitter, and now Google+ to conduct research, network, and... -
Driving Customer Satisfaction
Managing people Magazine ArticleAt Enterprise Rent-A-Car, the field managers, not the corporate executives, hold the key to providing quality service. -
The Internet of Things Changes the Company-Customer Relationship
Technology & Operations Digital ArticleIt's reshaping how we think of service. -
Building Trust into Telehealth
Business communication Digital ArticleFour recommendations to improve the (virtual) doctor-patient relationship.
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Washington Mutual (A): A Very Old Bank Can Grow-A Lot!
Leadership & Managing People Case Study11.95View Details Describes the ways in which Washington Mutual preserved and reinforced its brand through two phases of expansion, the first based on acquisition and the... -
The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
35.00View Details Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient... -
Korean Air: The "Nut Rage" Incident
Global Business Case Study11.95View Details In December 2014, after receiving poor service on a flight, a senior vice president at Korean Air lashed out at the flight attendants and delayed the... -
Allianz Turkey: Focus on the Customer (A)
Strategy & Execution Case Study11.95View Details At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated... -
Alaska Airlines and Flight 261 (C)
Strategy & Execution Case Study5.00View Details Supplements the (A) case. -
RKO Warner Video, Inc.: Incentive Compensation Plan
Technology & Operations Case Study11.95View Details Details the design and implementation of an incentive bonus plan for video store managers. The problem for top management of the chain is to induce the... -
Clean Sweep, Inc.
Leadership & Managing People Case Study11.95View Details This case describes a vacuum cleaner manufacturer whose program for operational improvement includes the development of performance measures. Management... -
Transparency and Ethics at Everlane
Sales & Marketing Case Study11.95View Details Innovative US apparel retailer Everlane Inc. (Everlane) employed "radical transparency," disclosing detailed information about the costs it incurred and... -
Custom Research, Inc. (A)
Finance & Accounting Case Study11.95View Details ... -
Designing Transformational Customer Experiences
Leadership & Managing People Case Study11.95View Details Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are... -
H-E-B Own Brands
Sales & Marketing Case Study11.95View Details H-E-B is a $9 billion grocery chain located in Southwest Texas. This case focuses on H-E-B's private label strategy, a product category that accounts... -
HNA Group: Moving China's Air Transport Industry in a New Direction
Leadership & Managing People Case Study11.95View Details HNA Group, the parent company of Hainan Airlines, was positioning itself to go global and make a mark for itself as the largest private airline in China.... -
NoVeggie Inc.
Technology & Operations Case Study11.95View Details A summer employee at NoVeggie Inc. (NoVeggie) of Toronto, Ontario, was analyzing the viability of changing delivery companies. NoVeggie's largest client,... -
Mayor Anthony Williams and Performance Management in Washington, DC
Leadership & Managing People Case Study11.95View Details When Anthony Williams is elected mayor of Washington, DC in November 1998, he inherits a city that had been close to insolvency. Although its financial... -
BAT Case: Putting Tech Support on the Fast Track
Technology & Operations Case Study11.95View Details Bruce-Alfred Technologies (BAT) has built a successful business selling packaged software. Its marketing has long promised free technical support to all... -
Oakland A's: Baseball's Great Transformation
Technology & Operations Case Study11.95View Details The Oakland A's baseball team underwent a major turnaround during the 1980s, both on the field and in the business office. One of the most significant... -
Eataly: Reimagining the Grocery Store (Multimedia Case)
Management Tool25.00View Details Within a few years of its operations, the Italian-based supermarket Eataly created a lot of buzz and excitement among consumers and media. Eataly's initial... -
With a Little Help from "Nuestros Amigos": Hispanics and Kidney Transplants
Sales & Marketing Case Study11.95View Details Dr. Juan Caicedo was educated in general medicine and surgery at Universidad Nacional de Colombia and practiced transplant medicine in Bogota. He determined... -
Ritz-Carlton: Using Information Systems to Better Serve the Customer
Technology & Operations Case Study11.95View Details Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services... -
Harrah's Entertainment, Inc.: Rewarding Our People
Organizational Development Case Study11.95View Details Marilyn Winn, head of human resources at Harrah's Entertainment, must make a recommendation to the company's president and CEO about whether the existing...
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Five Ways to Learn Nothing from Your Customers' Feedback
Sales & Marketing Digital ArticleThe case for eschewing the traditional approach to customer satisfaction measurement. -
Washington Mutual (A): A Very Old Bank Can Grow-A Lot!
Leadership & Managing People Case Study11.95View Details Describes the ways in which Washington Mutual preserved and reinforced its brand through two phases of expansion, the first based on acquisition and the... -
Customer Service in a Crisis
Rene Carayol of Cass Business School explains how First Direct's commitment to customer service saved a life on 9/11. -
The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
35.00View Details Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient... -
Using Smart Speakers to Engage with Your Customers
Technology & Operations Digital ArticleIt's all about reducing friction. -
Transforming Strategy One Customer at a Time
Marketing Magazine ArticleHow B2B giant Thomson Corporation reinvented itself by embracing a P&G mind-set. -
High-Tech Touchpoints Are Changing Customer Experience
Sales & Marketing Digital ArticleAs technology becomes more powerful and affordable, your company is only limited by its imagination. -
Three Questions You Should Ask About Your Cyber-Security
Risk management Digital ArticleThe past year has seen near-constant revelations of large, well-respected institutions suffering cyber-attacks. The most damaging attacks, however, often never make it into the media. Yes, political hacktivists brag about Web pages defaced and customer information released over the Internet, but companies rarely reveal the attacks that result in the loss of valuable intellectual property […] -
Where Does the Customer Fit in a Service Operation?
Organizational restructuring Magazine ArticleWhile management skills can improve service systems, a manager is better off if he or she first has a clear understanding of the operating characteristics that set one service system apart from another. This author offers one view of services, which, if followed, results in a “rational approach to the rationalization” of services. His view, […] -
Korean Air: The "Nut Rage" Incident
Global Business Case Study11.95View Details In December 2014, after receiving poor service on a flight, a senior vice president at Korean Air lashed out at the flight attendants and delayed the...