Customer Relationships and Experiences
Brand Success Through Coolness and AuthenticityNov 08, 2017 Margaret C. Campbell, University of Colorado-Boulder
Meg Campbell will discuss how autonomy and authenticity influence coolness and how firms can draw upon each of these to build strong brands.
Marketing at a Privacy CrossroadsNov 03, 2017 Jonathan Avila, Chief Privacy Officer, Walmart
Jonathan Avila will explore potential points of privacy friction and suggest how consumer research and marketing can enhance the consumer experience by avoiding collision with emerging legal norms and consumer privacy expectations.
Service Robots Rising: How Humanoid Robots Influence Service Experiences and Food ConsumptionOct 18, 2017 Martin Mende, Maura L. Scott, Jenny van Doorn, Ilana Shanks, and Dhruv Grewal, 2017, 17-125-10
How do consumers feel about service encounters with highly human-like robots?
Brand Hero or Helper? Understanding Customers’ Core Psychological NeedsOct 13, 2017 Keisha Cutright, Duke University
Keisha Cutright will draw on her research on branding and consumer psychology to highlight the core psychological needs—esteem, meaning, belonging, and control—that marketers would be wise to consider in their decision making.
The “4 Minds” Framework of Customer Decision MakingOct 13, 2017 Ryan Hamilton, Emory University
Ryan Hamilton will present a practical tool for understanding and applying the science of decision making. The “4 Minds” framework synthesizes research to help marketers identify which area of decision-making science is most likely to apply to their firm, market, and customers.
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