Customer Relationship
Why Customer Gratitude Trumps Loyalty
Mark Bonchek
Bringing your customers to feel gratitude is the best way to reinforce their loyalty.
Why Customer Participation Matters
Omar Merlo, Andreas B. Eisingerich, Seigyoung Auh
Collaborating With Customer Communities: Lessons From the Lego Group
Yun Mi Antorini, Albert M. Muñiz, Jr., Tormod Askildsen
From the Lego example, some key principles to interact effectively with your customers.
What Experience Would You Like with That?
Theodore Kinni
Consider the entire consumer experience to profoundly impact customers.
Strike the Right Balance Between Service Efficiency and Customer Satisfaction
How to offer service quality aligned to customer expectations at reasonable cost.
The 'moment of truth' in customer service
Adopt management practices that will reinforce the emotional impact of customer interactions.