In the past few decades, corporate attitudes have evolved from a “customer is always right” mindset to the recognition that employees are as vital to the success of a company as customers. Corporate internal and external communications declare that satisfied and engaged employees are as critical to success as satisfied customers. According to a Columbia […]
Increasing the costs of asking questions acts as a lever for successful online question-and-answer communities to manage participation and efficiency in their community. […]
Companies that raise prices might expect some unhappiness from customers, especially if the price increase is seen as deliberate profit-taking. The reaction to Marks & Spencer doubling the price of hand sanitizer during Covid is one example of a price hike consumers found particularly objectionable. The backlash from customers was compounded by the fact that […]
A study based on an exhaustive review of the research related to personalized marketing—marketing that is tailored to the interests or personalities of consumers—dissects the psychological and contextual factors that impacts how consumers react to personalized matching, including whether the marketing is more or less persuasive. In addition to individual personality traits or interests, marketing […]
Read More… from Why Personalized Marketing Succeeds or Backfires
Many companies struggle to keep up with today’s supercharged, constantly evolving competitive markets, where customers needs, products and technologies change at ever-increasing speed. An in-depth study of the global telecom equipment leader Huawei Technologies by researchers from Cambridge University’s Judge Business School and China’s Zhejiang University’s School of Management offers a detailed lesson in what […]
Read More… from Super-Fluid Companies Keep Pace with Customer Needs
In the UK, Regional mental health trusts provide mental health services. Hospitals, GPs and other ‘’commissioning organizations’, such as crisis centres refer patients to these trusts. The mental health trusts are governed by clinical commissioning groups and regulated by the national Care Quality Commission. In 2011, the Care Quality Commission imposed 15 requirement notices on […]
Read More… from Why Performance Improvements Don’t Lead to Higher Trust
Most major firms have online brand communities to reinforce their connections with customers and increase their reputation, brand patronage and customer spending. These online communities offer satisfied customers the ability to easily and widely spread positive word of mouth about the company. However, online brand communities offer dissatisfied customers the same ability to spread negative […]
In the UK, Regional mental health trusts provide mental health services. Hospitals, GPs and other ‘’commissioning organizations’, such as crisis centres refer patients to these trusts. The mental health trusts are governed by clinical commissioning groups and regulated by the national Care Quality Commission. In 2011, the Care Quality Commission imposed 15 requirement notices on […]
Read More… from Why Performance Improvements Don’t Lead to Higher Trust
A new study shows how impactful customer contact can be in terms of employee engagement and organizational results. According to the study, contact with customers elicits the feeling in employees that they are working to help others, that their job is not just a task in a vacuum with no connection to the rest of […]
Read More… from How More Customer Contact Creates a More Energetic, Motivated and United Workforce
The typical customer referral program offers a monetary reward for customers of a product or service who find other customers to buy that product or service. In most cases, the referral program is public: that is, the recipient of the referral knows that the person who recommended the product is being compensated for the referral. […]
