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Are all channels truly equal? How to design and manage a successful...
By Phil Klaus Over the next few weeks, I’ll be sharing insights from my research and consulting work in a series of posts, which will discuss critical aspects to delivering successful CX experience....
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The forgotten asset – the crucial role of the employee in delivering great...
By Phil Klaus The employee, the forgotten asset? Forgotten is a day and age when the consumer calls the shots and consumer to consumer (C2C) interactions seemingly rule the business world (Klaus 2013a;...
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Listen to your Customers: The Story of how Great Clips Changed the Salon...
Interviewed by Donna Stone Ray Barton is the Chairman and former CEO of Great Clips. I had the opportunity to talk to him about how he built Great Clips into the world’s largest salon brand. Here are...
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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,...
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Bruce Temkin on Service Innovation, New Trends and Challenges Faced by...
By Darima Fotheringham Bruce Temkin, CCXP, is a Co-Founder & Chair of the Customer Experience Professionals Association and the Managing Partner of Temkin Group. He is widely viewed as a leading...
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When Can Service Benefit from Customer Participation? The Role of...
By Beibei Dong As customers, we are increasingly participating in service production and delivery. We can be collaborating with service providers, for example by designing medical treatment plan with...
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Martin Mende on Coproduction of Transformative Services
Read an interview with the CSL Faculty Network Member Martin Mende, Florida State University, on Management INK blog: Martin Mende on Coproduction of Transformative Services. In this interview, Martin...
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What You Need to Know When Migrating your Customers to Digital Channels
By Peter C. Verhoef Firms constantly re-evaluate their service channels. Customers are serviced through multiple channels, but usually use their preferred channel most frequently. However, some...
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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...
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Examining the Student Experience Using Service Blueprinting (EDUCAUSE Review)...
“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)...
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Transformative Service Research: A Multidisciplinary Perspective on Service...
Interview with Laurel Anderson and Amy Ostrom, Editors of the Special Issue of Journal of Service Research, Transformative Service Research: A Multidisciplinary Perspective on Service and Well-being In...
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Bridges for Transforming People and Cities
How extraordinary service communities cultivate human flourishing By Christopher P. Blocker and Andrés Barrios Service experiences are so common we often forget when we are “experiencing” them. As a...
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A Great Customer Experience Isn’t Something You Can Script
By: John Abraham Several years ago, I met a successful customer service director in a retail bank. She had led the charge to bring customer experience thinking into the bank’s branch operations and...
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When Technology Gets in the Way of Customer Service
By Nancy J. Sirianni It is increasingly rare for customers to complete retail or service transactions without swiping their own credit cards or engaging with point-of-sale terminals. From hotel check...
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Show you care: initiating co-creation in service recovery
By Dr. Yingzi Xu Customers are no longer passive receivers of service offerings from companies, but rather value creators themselves. Companies realize that involving customers in service production...
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Are all channels truly equal? How to design and manage a successful...
By Phil Klaus Over the next few weeks, I’ll be sharing insights from my research and consulting work in a series of posts, which will discuss critical aspects to delivering successful CX experience....
View ArticleClik here to view.
The forgotten asset – the crucial role of the employee in delivering great...
By Phil Klaus The employee, the forgotten asset? Forgotten is a day and age when the consumer calls the shots and consumer to consumer (C2C) interactions seemingly rule the business world (Klaus 2013a;...
View ArticleClik here to view.
Listen to your Customers: The Story of how Great Clips Changed the Salon...
Interviewed by Donna Stone Ray Barton is the Chairman and former CEO of Great Clips. I had the opportunity to talk to him about how he built Great Clips into the world’s largest salon brand. Here are...
View ArticleClik here to view.
What You Need to Know about the Impact of Service Crises
Service crises and their impact on companies Extreme and massive service failures. They are probably the worst nightmare for any service provider. Such crises have a profound impact on customers as the...
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SERVICE EXPEDITION: Exploring Services from the Customer’s Point of View
JOIN US ON A SERVICE EXPEDITION: Exploring Services from the Customer’s Point of View on January 15th, 2016! We invite you to experience a set of integrated service design frameworks that, when used...
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