Customer Loyalty: Easy Does It

Idea posted: March 2014

Institutions: Henley Business School   

Authors:

Customer effort research has been around since the 1940s but the debate gained momentum following a 2010 article, ‘Stop Trying to Delight Your Customers’, in the Harvard Business Review (HBR). In…

  READ MORE   PIN TO MY IDEAS Idea #345

Socially Aware, Media Savvy: Social Media Strategy

Idea posted: March 2013

Institutions: Henley Business School   

Authors:

Companies can no longer control their communications with their customers. Social media tools have enabled information to be generated from within the marketplace by consumers themselves. This shift of power…

  READ MORE   PIN TO MY IDEAS Idea #111