The Digital Satisfaction Index (DSI): Developing a Measure of Consumer Satisfaction with Online ExperiencesNov 11, 2016 Ashlee Humphreys, Northwestern University
Qualitative and quantitative analyses show that four key factors underlie digital consumer satisfaction—utility, privacy, social, and trust—and that these factors differ significantly across categories and countries.
C_RIOSITY: Where Are U?Nov 11, 2016 Spencer Harrison, Boston College
How did Houdini make an elephant disappear? How might asking this question impact your business?
Future-Proofing the Insights FunctionNov 11, 2016 Pamela Forbus, Senior Vice President, PepsiCo Global Insights
Historical sources of scale competitive advantage – supply chain, product quality, superior distribution, etc., are increasingly becoming table stakes; they are critical to compete but not sufficient to sustainably win vs. competitors.
Managing Post-Purchase Service Experiences: Leveraging Customer Feedback to Strengthen Relationships and Increase Customer SpendingNov 11, 2016 Paul Fombelle, Northeastern University
A field experiment with a Fortune 500 hospitality firm and a lab study demonstrate that acknowledging positive customer feedback from post-purchase satisfaction surveys can increase repatronage and customer relational bonds.
Beyond Nudges: Becoming a Better Choice ArchitectNov 11, 2016 Eric Johnson, Columbia University
Realize it or not, we are all choice architects. How we pose options to our family, friends, employees and customers affects what they will choose and how they will experience that choice.