Customer Relationships and Experiences
Editing Entertainment: Length Constraints, Product Quality, and the Case of the Motion Picture IndustryJun 23, 2017 A. Peter McGraw, Anika Stuppy, and Justin Pomerance, 2017, 17-114
Entertainment producers spend billions of dollars and countless hours creating motion pictures, so why are there so many bad movies? This study looks at how time constraints affects product quality.
Being in the Moment: The Effects of Ephemeral Communication in Social MediaJun 8, 2017 Ran Kivetz and Daniel He, 2017, 17-112
Ephemeral messaging causes people to be more "in the moment" and can improve relations on social media as well as improve customer-firm communication.
Board of Trustees Meeting: Customer Experience Beyond the HypePrepared by Tianqi Chen, Chang-Yuan Lee, and Tyrha Lindsey-Warren, 2017, 17-301
Experts in quantitative, behavioral, and strategic domains focused on key questions about design, implementation, and measurement of customer experience and customer journeys, when those “customers” may be buyers, shoppers, or consumers.
Mobile Targeting Using Customer Trajectory PatternsApr 18, 2017 Anindya Ghose, Beibei Li, and Siyuan Liu, 2017, 17-108
In a large-scale field experiment, "trajectory-based" targeting facilitated higher revenues for the focal store and the shopping mall
Innovation Equity: How to Combine Demand Forecasting and Customer Management Principles to Determine What an Innovation is Really WorthApr 13, 2017
Webinar featuring Elie Ofek, Harvard University
Elie Ofek will present a novel framework that combines a wealth of research from two marketing domains: innovation diffusion and customer relationship management.
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