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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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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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Co-creating the Arab Spring
On December 17, 2010, Mohamed Bouazizi, a Tunisian street vendor, set himself on fire as a protest against the autocratic regimes in his Arab country. Bouazizi’s act was captured on film and quickly...
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Complain Like a Pro: 5 Tips for Effective Communication With Customer Service
By Mary Murcott The results of 2015 Customer Rage Study show that consumers are increasingly dissatisfied with customer service in spite of the investments companies are making to improve customer...
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Service Excellence: Creating Customer Experiences that Build Relationships....
https://centerforservicesleadership.files.wordpress.com/2016/07/serviceexcellenceinterview.mp3 Podcast Transcript This podcast is brought to you by the Center for Services Leadership, a groundbreaking...
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The Moment of Truth: A Co-creation Perspective
The term “moment of truth” (MOT) is not new to me and I was happy to learn it was an integral part of the customer-experience community vocabulary. As I have visited with many in the community, I’ve...
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