Customer Relationships and Experiences
Leveraging “FOMO” to Win and Keep CustomersMar 08, 2017
The feeling of missing out can be a boon or bane for marketers.
How to Market the Consumer IoT: Focus on ExperienceMar 01, 2017
Donna Hoffman and Thomas Novak, George Washington University
While consumer experience (CX) has to date focused on products, brands and marketing environments, the consumer Internet of Things (IoT) presents new opportunities for interaction that has the potential to revolutionize consumer experience.
Beyond an Internet of “One-off Solutions”Mar 01, 2017
Peter Levin, Strategic Planner - Datacenter Group, Intel Corporation
Enabled by sensors, analytics, and new platform tools, the IoT is transforming marketing practices through direct measures of consumer behavior
Most-downloaded Paper Offers Framework to Understand and Manage Customer ExperienceFeb 10, 2017
"A Framework for Understanding and Managing the Customer Experience" by Arne De Keyser, Katherine Lemon, Philipp Klaus, and Timothy Keiningham earned the 2016 MSI Top Download Award as the MSI working paper most downloaded by marketers and academics in its first year of publication.
Understanding Customer Experience throughout the Customer JourneyJan 31, 2017
Webinar featuring Katherine N. Lemon, Boston College and Peter Verhoef, University of Groningen
Understanding customer experience and the customer journey is more critical now than ever. With customers interacting with brands through a myriad of touchpoints in multiple channels and media, firms need to integrate multiple business functions—and even external partners—in creating and delivering positive customer experiences.
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