Customer Relationships and Experiences
Shut Up and Listen to MeMay 02, 2018 Frank Grillo, Chief Marketing Officer, Harte Hanks
It’s time we start seeing customers in the digital world as the humans they really are; treat them that way; earn their trust by paying attention to what they want and need; and engage them in the conversations they want to have.
3 Journal Must-reads from Harvard’s Michael NortonApr 18, 2018
Each month we feature a new reading list and commentary from one of our Academic Trustees – the best thinkers, teachers, and researchers in marketing today.
The Fateful First Consumer ReviewApr 11, 2018 Sungsik Park, Woochoel Shin, and Jinhong Xie, 2018, 18-106-04
A high-quality product has a considerable chance of receiving a negative first review - and the effects are surprisingly powerful and persistent.
Stick the Landing with Analytic OpsFeb 22, 2018 Kathy Koontz, Practice Director Customer Journey, Teradata
Just like Shaun White’s double-corked 1440s in the Winter Olympics, you can do a lot of complex activity in Marketing Analytics. But if you don’t stick the landing, it doesn’t really count.
Brand-Tier Advantage in Service CoproductionFeb 5, 2018 Beibei Dong and K. Sivakumar, 2018, 18-104-02
Coproduction is a double-edged sword: High-tier brands can leverage their brand advantage, but must be careful with customer service expectations.
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