Transforming the Customer Experience: Small Details That Make a Big Difference
Nancy J. Sirianni, Northeastern University
Are you considering adding technology to your customer experience? Have you wondered how this might affect your customers and their interactions with frontline personnel? Or have you considered how customers come to process and understand your brand image through their encounters with frontline employees? Using findings from her field experiments in retail and service exchanges, Nancy Sirianni will provide insights on how changing small details can transform your customer experience in big, unexpected ways.
Related Conference:Nov 04 – 05, 2015
To access presentation materials, you must login or register for full access.
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.