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

Multichannel Strategies for Better Customer Experience

Idea posted: November 2013

Institutions: Henley Business School   

Authors:

Businesses need to adopt a multichannel mindset when interacting with their customers, because customers use multiple channels and expect relevant, consistent experiences across all of them. This research seeks to…

  READ MORE   PIN TO MY IDEAS Idea #261

Homeworking Beats Outsourcing: a 6 Step Model

Idea posted: May 2013

Institutions: Henley Business School   

Authors:

In the early 2000s, there was a rush by organizations to outsource and offshore many call centres because of the significant cost savings that could be achieved. But offshoring has…

  READ MORE   PIN TO MY IDEAS Idea #142

Creating Harmony: Harnessing Stakeholders to Boost Innovation

Idea posted: April 2013

Institutions: Henley Business School   

Authors:

In today’s increasingly competitive and fast-changing global marketplace, businesses must seek to develop more frequent and higher quality innovations. At the same time, customers, employees and other stakeholders are demanding…

  READ MORE   PIN TO MY IDEAS Idea #122

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