Archive for the ‘Customers’ Category

More Thoughts on Microsoft

The Graziadio Business Review published “The Case of Microsoft’s Surface Tablet: Going Behind the Strategy with SWOT”  in 2013 Volume 16, Issue 2, an article by David R. King, PhD, and Todd Peterson. This post contains some updated thoughts.   The analysis examining “The case of Microsoft’s Surface Tablet” was developed in the Spring of 2013, but […]

September 16th, 2013 - By

What Drives Customers to Stores?

Customer service may be one of the most important forces that drives customer TO YOUR STORE. Some proof can be found in the results of this survey.

October 12th, 2011 - By

Ethics and Loyalty: There May be a Sea Change on the Horizon

In order for ethical programs to have an impact on customers, they must work and be seen to work.

August 24th, 2011 - By

A Different Measure for Loyalty

Statistics on Customer Effort Score (CES) strongly suggest it has the ability to detect loyalty at the operational level.

August 17th, 2011 - By

Rational and Emotional Trust

Dr. Bill Bleuel calls trust “the holy grail of relationship management,” explaining the difference between rational and emotional trust.

July 19th, 2011 - By

More About Trust

Trust appears to be gaining in importance as a way of building customer relationships that transcend the multi-channel media.

July 7th, 2011 - By

Customer Satisfaction Impact on Purchase Intent

Statistics continue to demonstrate that companies that pay attention to customer satisfaction increase their sales more than other companies.

June 9th, 2011 - By

Winter 2009 GBR Issue Now Live

Read the latest issue of the GBR online at In this issue: Recognizing Organizational Culture in Managing Change Structural changes can serve as the initial intervention for shifting culture. Mark Mallinger, PhD, Don Goodwin, MBA, and Tetsuya O’Hara, MBA The Successful Expatriate Leader in China Expatriate managers must consider the cultural dimensions of leadership. […]

January 13th, 2009 - By

The Future of Free Wi-Fi

This is a guest post by Michael Williams, PhD, Assistant Professor of Information Systems If you spend much time on the road away from your office you realize what a challenge it can be to find a reliable Internet connection for your critical tasks. Sporadic and unpredictable availability at hotels, airports, and public areas is […]

August 27th, 2008 - By

Retaining Customers Part III: Invest to Prevent Customer Defections

This is the third of a series of four blogs devoted to the topic of customer retention. Read Part 1 and Part 2. Every customer that you keep represents at least three that you don’t have to attract. Numerous research studies indicate that the cost of acquiring a new customer usually runs from two to […]

June 9th, 2008 - By