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Service With a Very Big Smile
Sales & Marketing Magazine ArticleNew research confirms that the bigger the employees' smiles, the happier the customers. -
Why Employees Can Wreck Promotional Offers
Sales & Marketing Magazine ArticleConsumers and businesses alike are flocking to sites like Groupon, the web-based social media service that offers deep discounts if a certain number of... -
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 […] -
Your Sales Training Is Probably Lackluster. Here's How to Fix It
Sales & Marketing Digital ArticleVisuals increase retention 65%. -
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. -
Case Study: Can Retailers Win Back Shoppers Who Browse then Buy Online?
Competitive strategy Magazine ArticleA brick-and-mortar retailer searches for a response to “showrooming.” -
How Design Thinking Is Improving Patient-Caregiver Conversations
Customer service Digital ArticlePatients want to talk about their treatment in different ways. -
Four Faces of Mass Customization
Technology & Operations Magazine ArticleVirtually all executives today recognize the need to provide outstanding service to customers. Focusing on the customer, however, is both an imperative... -
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 Value of Keeping the Right Customers
Sales & Marketing Digital ArticleA refresher on customer churn rate. -
Customer Experience Should Be Part of Your Business
Sales & Marketing Digital ArticleMake it a business discipline. -
Sexual Harassment Is Pervasive in the Restaurant Industry. Here's What Needs to Change
Sales & Marketing Digital ArticleNo U.S. industry has more sexual harassment claims filed. -
How Fox News Created the War on Christmas
Sales & Marketing Digital ArticleAnd made it a problem for companies like Starbucks. -
Too Far Ahead of the IT Curve? (HBR Case Study)
Technology & Operations Magazine ArticlePeachtree Healthcare has major IT infrastructure problems, and CEO Max Berndt is struggling to find the right fix. He can go with a single set of systems... -
How Comcast Sets Its Customer Service Reps Up to Fail
Customer service Digital ArticleAnd why it’s “reprehensible,” for both employees and customers. -
How Design Thinking Turned One Hospital into a Bright and Comforting Place
Sales & Marketing Digital ArticleRotterdam Eye Hospital transformed its patients' experiences. -
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.
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Analyzing Low Patient Satisfaction at Herzog Memorial Hospital
Leadership & Managing People Case Study11.95View Details In late 2012 Adeline Herzog Memorial Hospital in Castle Rock, Colorado, was facing a problem with patient satisfaction. The Press-Ganey scores for the... -
Pharmacy Service Improvement at CVS (A)
Technology & Operations Case Study11.95View Details CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement... -
HubSpot and Motion AI: Chatbot-Enabled CRM
Sales & Marketing Case Study11.95View Details HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software... -
Alaska Airlines and Flight 261 (A)
Strategy & Execution Case Study11.95View Details Weeks after the crash of Alaska Airlines Flight 261, 64 mechanics claim that they have been "pressured, threatened, and intimidated" into taking shortcuts.... -
Mitchells/Richards
Technology & Operations Case Study11.95View Details Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and high-touch customer service. A family-run... -
Reshaping the Book Industry or Back to Basics? (A) The Case of 'France Loisirs'
Strategy & Execution Case Study11.95View Details The Bertelsmann-owned French book club, France Loisirs, has successfully operated a subscription-based business model delivering a remarkably high profit... -
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... -
Beetle Beats: Finding a SOUND Market for ADT
Sales & Marketing Case Study11.95View Details Dr. Richard Hofstetter was wondering what was to become of his acoustic disruption technology (ADT), a technology that used sounds to change behavior... -
Kinko's
Sales & Marketing Case Study11.95View Details Over the decades, Kinko's had forged a deep emotional bond with consumers by easing their anxiety and helping them solve pressing document processing... -
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... -
Eastern Lotus Bank, Xiamen: Service Operations Management
Technology & Operations Case Study11.95View Details In 2019, the general manager of the Xiamen branch of Eastern Lotus Bank was facing difficulties overcoming customer-introduced variability, which significantly... -
Too Long for Comfort: Tackling Consultation Wait Time at a Hospital Emergency Department
Leadership & Managing People Case Study11.95View Details In early 2019, Alan Jay, an executive in the Quality, Safety and Risk Management (QSRM) department of Gloria Hospital, a full-service hospital that specialised... -
Ford Motor Co.: Dealer Sales and Service
Technology & Operations Case Study11.95View Details Since Henry Ford founded Ford Motor Co., Ford vehicles have been sold and serviced the same way. By the late 1980s Ford began to consider making changes... -
Harvard Business Review on Increasing Customer Loyalty
22.00View Details How do you keep your customers coming back-and get them to bring others? If you need the best practices and ideas for making your customers loyal and... -
Naturkreis: Navigating Uncertainty in the CBD Market
Management Case Study11.95View Details Naturkreis is a German retail store selling alternative natural products, in particular Cannabinol (CBD). CBD remains highly stigmatized in Germany. Many... -
The Scotts Company (A): Transforming the European Supply Chain
Technology & Operations Case Study11.95View Details Case (A) describes how a major player in the agricultural chemicals industry struggles to transform a fragmented group of newly acquired businesses into... -
Alaska Airlines and Flight 261 (C)
Strategy & Execution Case Study5.00View Details Supplements the (A) case. -
Reshaping the Book Industry or Back to Basics? (B) The Case of 'France Loisirs'
Strategy & Execution Case Study5.00View Details The Bertelsmann-owned French book club, France Loisirs, has successfully operated a subscription-based business model delivering a remarkably high profit... -
Using ABC to Manage Customer Mix and Relationships
Finance & Accounting Case Study8.95View Details Describes applying activity-based costing to manage customer relationships. Links cost-to-serve to net margins earned with individual customers. -
First Direct (B)
Technology & Operations Case Study5.00View Details Supplements the (A) case.
- SPONSORED CONTENT FROM STRATIVITY
Making Customer-Centric Strategies Take Hold
Customer service ResearchPulse Survey Sponsored by Strativity -
Service With a Very Big Smile
Sales & Marketing Magazine ArticleNew research confirms that the bigger the employees' smiles, the happier the customers. -
Why Employees Can Wreck Promotional Offers
Sales & Marketing Magazine ArticleConsumers and businesses alike are flocking to sites like Groupon, the web-based social media service that offers deep discounts if a certain number of... -
Analyzing Low Patient Satisfaction at Herzog Memorial Hospital
Leadership & Managing People Case Study11.95View Details In late 2012 Adeline Herzog Memorial Hospital in Castle Rock, Colorado, was facing a problem with patient satisfaction. The Press-Ganey scores for the... -
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 […] -
Your Sales Training Is Probably Lackluster. Here's How to Fix It
Sales & Marketing Digital ArticleVisuals increase retention 65%. - SPONSORED CONTENT FROM SERVICENOW
Beyond CRM: Rethinking Customer Service in a Connected, Digital Age
Customer service ResearchBriefing Paper by ServiceNow -
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, […] -
Pharmacy Service Improvement at CVS (A)
Technology & Operations Case Study11.95View Details CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement... -
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 […]