Being in the Moment: The Effects of Ephemeral Communication in Social MediaJun 8, 2017 Ran Kivetz and Daniel He, 2017, 17-112
Ephemeral messaging causes people to be more "in the moment" and can improve relations on social media as well as improve customer-firm communication.
The 4 Minds of the Customer: A Framework for Understanding and Applying the Science of Decision MakingMay 10, 2017 Ryan Hamilton and Uma R. Karmarkar, 2017, 17-109
Science has a lot to say about how customers make decisions. This frameworks helps marketers apply what's most relevant to their customer, product, and category.
-Key Takeaways: Customer Experience Beyond the HypeApr 07, 2017
Key takeways and highlights from Spring 2017 Board of Trustees Meeting: Customer Experience Beyond the Hype
Retention Through Experience in a “Switch & Save” WorldApr 07, 2017 Ben Grossman, Jack Morton Worldwide and Jenna Lebel, Liberty Mutual Insurance
Jenna Lebel, from Liberty Mutual Insurance, and Ben Grossman, from its agency Jack Morton Worldwide, will discuss how the 100+ year-old mutual company is working to increase customer retention by claiming a role before and beyond the claim.
Consumers and Their Experiences: Dehumanized, Re-HumanizedApr 07, 2017 Bernd Schmitt, Columbia University
Bernd Schmitt will provide frameworks for thinking about the future customer experience, with a specific focus on dehumanizing and re-humanizing the experience, and thus prepare management for a future world where consumers will struggle between the human and the artificial in unprecedented ways.
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