Customer Relationships and Experiences
Win Customers in an Era of Endless DisruptionMar 18, 2020 Barbara Kahn, University of Pennsylvania
Barbara Kahn presents the "Kahn Retailing Success Matrix" which provides a framework that any company can use to create a competitive strategy to survive and thrive in today's – and tomorrow's disruptive environment.
Automated Electronic Word of Mouth Suggestions from the Firm: Untapped Potential or Inevitable Backlash?Mar 17, 2020 Jonathan M. Beck, Clay M. Voorhees, Paul W. Fombelle, and Katherine N. Lemon, 2020, 20-107
Some marketers worry about backlash to automated digital campaigns, but this study suggests that managers can safely nudge their customers to share pre-generated comments without fear. In fact, the more positive the message, the better: more sharing online and spillover to offline spending.
_Poster: The Customer Journey as a Source of InformationMar 12, 2020 Nicolas Padilla, Columbia University
_Poster: The Impact of the Sharing Economy on Firms and CitiesMar 12, 2020 Davide Proserpio, University of Southern California
Reviews can affect firms' economic outcomes such a sales and revenue; social media platforms are providing firms with new ways of reaching and advertising to consumers; and peer-to-peer platforms such as Airbnb and Uber–often referred to as the sharing economy–are creating a new type of competition for long-established industries such as the hotel and taxi industry.
_Poster: How Money Affects Consumer DecisionsMar 12, 2020 Ellen Evers, University of California, Berkeley
Ellen Evers documents that consumers typically hold rules about how they should and should not spend their money; this in turn reliably affects purchase decisions, choices, and enjoyment in predictable ways.
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