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Customer Relationship Management Archives - Page 3 of 7 - Ideas for Leaders

Designing Experiential Services So Customers Remember the Best Parts

How can companies that sell experiential products and services design an experience that leaves customers with highly satisfactory memories — and the desire to return? A team of researchers from UCLA’s Anderson School of Management developed a mathematical model for optimal customer experiences based on two variables: sequence and duration. In manipulating the sequence and duration […]

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Buyers of Experiential Products and Consumer Reviews

While material purchases are purchases of tangible products that one intends to keep, experiential purchases are purchases of products that must be experienced. Restaurant meals, movies, or vacations are examples of experiential purchases. While there is no official categorization of products into experiential or material, most consumers intuitively know the difference. Through an analysis of […]

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What Companies Learn from Customer Satisfaction Surveys

How well is your company performing? For many companies, the answer to this question comes through customer satisfaction surveys, which tell companies where they are successfully meeting customer expectations and where they are falling short. Although subjective — that is, based on the customer’s subjective opinion of the company’s performance — customer satisfaction surveys are […]

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Reusable Grocery Bags: How Green Customers Help the Environment-and Your Business

When people do good things, they reward themselves. This is the conclusion of a number of previous studies into the psychology of doing good deeds. Two researchers from Harvard Business School and Duke University’s Fuqua School of Business explored through their own series of studies the business implications of this previous psychological research. The researchers […]

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Adapt Your Choice of Product-Related Services to the Industry Life Cycle

There are a variety of product-related services that manufacturers offer their customers. New research pinpoints the following different categories of services: Complementary services help customers feel more comfortable buying the product because they either smooth the sale and use of the product or they adapt the product’s functionality. Complementary smoothing services — such as financing, […]

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The Unexpected Impact of Click and Collect Retail Programs

A website today is indispensable for any retail operation, no matter how small. The Internet is an integral part of the shopping experience. Not every online retail experience is the same. Grocery stores might offer coupons, office supplies stores might offer coupons and the opportunity to purchase products, and sites such as BarnesandNoble.com are full-service […]

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