What Are NFTs, Anyway?
Whether you’re a gamer, techie, collector, budding entrepreneur, crypto-enthusiast, or just a curious reader, this short guide aims to shed some light for those looking to break into the world of digital collectibles.
Decision Sciences
Why Decisions Aren’t Important (and other provocative realities of business leadership)
Decisions are often seen as the finish line of a host of data-driven analysis, but they are in fact, the starting line for a whole host of follow-on decisions, investments, and actions.
A Different Measure for Loyalty
Statistics on Customer Effort Score (CES) strongly suggest it has the ability to detect loyalty at the operational level.
More About Trust
Trust appears to be gaining in importance as a way of building customer relationships that transcend the multi-channel media.
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.
Real Option Valuation Misconceptions
Because real options are a relatively recent development in the area of project valuation, there is a general lack of familiarity with the topic among many practitioners. This lack of familiarity has sometimes resulted in misconceptions about the purpose, theoretical basis, and scope of application of real option valuation. I address a few of the … Continued
Goal 4: Apply What You Learn
For over 40 years I have taught applied modeling—at eight different universities, engineering and business schools, graduate and undergraduate levels. I have taught using paper and pencil for quick-and-dirty models, calculators, mainframe computers, and now PCs with spreadsheets. Generally, I have four goals for each class, and the fourth is: Be able to actually identify … Continued
See You in St. Pete Beach! (AACSB Conference on Learning and Research)
The Graziadio Business Report will be exhibiting at the Association to Advance Collegiate Schools of Business (AACSB) Conference on Learning and Research next week (June 29 to July 1) in St. Pete Beach, Florida. Will you be there? If so, we’d love to meet you! If you have a compelling research project and are interested … Continued
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 … Continued
Retaining Customers Part II: The Flight of the “Service Zombies”
This is the second of a series of four blogs devoted to the topic of customer retention. To read Part 1, click here. Employees get excited when management demonstrates a serious commitment to listening to customers and staff’s suggestions for serving them. Building customer loyalty is everyone’s responsibility and everyone’s input is critical. Sharing information … Continued
Retaining Customers (Part 1 of 4)
This is the first of a four-piece series devoted to the topic of customer retention. Here, I will talk about retention, what it is, and why it drives successful business operations. The three subsequent blogs will present a conceptual framework for issues, rationale, cost models, and examples for use in developing and maintaining a loyal … Continued
Retaining Customers Part IV: Parting Comments
This is the last of a series of four blogs devoted to the topic of customer retention. Read Part 1, Part 2 and Part 3. The key to competing for retention is to quantify and understand the connections between loyalty and profits. How to use measurements as tools to ensure integrity, accountability and decision-making relative … Continued