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Customer Relationship Management Archives - Page 2 of 7 - Ideas for Leaders

Contradictory Attitudes of Consumers to Bundling

Bundling products and services together impacts the perceived value of the individual items in that bundle in surprising ways. Recent research from professor Ayelet Fishbach of the University of Chicago’s Booth School of Business, working in collaboration with doctoral student Franklin Shaddy, shows an asymmetry in the valuation of individual items depending on whether the […]

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How a Happy Face Sticker Improves Perception of the Customer Service Experience

Research has shown that our thoughts and emotions can be subconsciously activated or ‘primed’ by an external stimulus. In three experiments, two researchers reveal that a simple supraliminal prime — specifically, a happy face sticker on a receipt — can impact how customers evaluate the service they are receiving or have received. (The sticker is […]

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Why Great New Products Fail

Customers make a decision about which product to buy in two ways. The first method is to search for information about the product. For example, a customer might read online reviews of restaurants or hotels. The second method is to infer information they don’t have from information they do have. Litter in a parking lot […]

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When Customers Can See More Cost than Benefit in CSR

The business literature almost unanimously presents a simple, positive picture of the beneficent effects of corporate social responsibility on customer attitudes toward the corporation. Through a series of four quantitative studies involving more than 4,000 customers and participants, a team of researchers revealed the much more ambiguous reality of how customers view companies that engage […]

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