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 … Continued
In order for ethical programs to have an impact on customers, they must work and be seen to work.
Statistics on Customer Effort Score (CES) strongly suggest it has the ability to detect loyalty at the operational level.
Read the latest issue of the GBR online at http://gbr.pepperdine.edu/091/ 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. … Continued
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 … Continued
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
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
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
Nancy Dodd, MPW, MFA, is editor of the Graziadio Business Report and an adjunct professor of screenwriting. Customer service has been on my mind lately, or I should say a lack thereof. Business executives budget fortunes to figure out how to attract customers while the customers they lose out the front door go unnoticed. It … Continued