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?|
“Decision Comfort” Can Improve Customer ExperienceOct 23, 2016
Making consumers comfortable with their decision can pay off (from Journal of Consumer Research).
Does Customer Participation Always Benefit NPD?Oct 23, 2016
Effects vary by industry, market, and stage of development process (from Journal of Marketing).
MSI Scholars and Companies Identify Six Critical Challenges for Managing Digitized CustomersSep 21, 2016
In a new report, “Understanding Digitized Customers in Digitized Market Environments,” a taskforce of MSI members and academics has identified six research priorities for academic-industry collaboration.
5 Things I Know about Marketing - Wharton’s Jonah BergerSep 20, 2016
"Forget 'friends' and 'followers'," says Wharton's Jonah Berger. "To get people to share our message, we have to understand the psychology of sharing."
Research Grants Target CX: Getting Marketing Right in Real TimeSep 09, 2016
Getting marketing right in real time is a priority for MSI members. How can firms hit just the right notes at the right point in the customer journey? In a first round of funding, MSI has funded 11 research studies that promise to help managers better understand, design, manage, and measure customer experience.
3 WAYS to GET CONNECTED
Employees of MSI Member Companies enjoy the benefits of complete online access to content, member conferences and networking with the MSI community.
Qualified academics benefit from a relationship with MSI through access to msi.org, conferences and research opportunities.
The public is invited to enjoy partial access to msi.org content, a free e-newsletter, selected reports and more.