Integrated Customer Experiences
|Consumers are increasingly in control of the information flow. And marketers now have the ability to customize experiences, offers, and content. The key issue is getting marketing “right” in real time, whether B2B or B2C. How should firms design and serve up their offerings so that they are relevant in context — hitting just the right “notes” at the right point in the path to purchase or decision journey?|
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.
Everybody Loves It, You’ve Got to Love It Too! The Downside of Receiving More (and More) Positive Word of MouthJan 30, 2017 David L. Alexander and Sarah G. Moore, 2017, 17-102
As consumers receive more positive word of mouth for a newly adopted product, they feel increasing pressure to perform as competently with the product as those who recommended it.
Using Social Coupons to Enhance Customers’ Social EmpowermentJan 29, 2017 Sara Hanson and Hong Yuan , 2017, 17-101
The simple act of sharing a social coupon generates greater purchase amounts and purchase intentions.
“Quick Talks” Highlight Marketing Impact of New ResearchJan 04, 2017
At MSI’s November 2016 Board of Trustees Meeting, Ashlee Humphreys, Paul Fombelle, and Stephen Spiller discussed their latest research, offering new consumer insights with practical applications for marketers.
The Effects of Mobile Apps on Shopper Purchases and Product ReturnsJan 3, 2017 Unnati Narang and Venkatesh Shankar, 2017, 17-100
This study offers new insights about the effects of mobile app adoption on shopping behavior across channels--and suggests managerial caution against “all-in-one” app designs.
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