Changing Decision Processes
|How are decision processes changing, given that customers are now always connected and have more choice in what they attend to? Customers are now engaging with firms through complex journeys and paths to purchase and beyond. Firms must insert themselves — or their product or service — into the customer decision process at the right time in the right context to have an influence.|
Understanding Customer Experience throughout the Customer JourneyJan 31, 2017 Webinar featuring Katherine N. Lemon, Boston College and Peter Verhoef, University of Groningen
Understanding customer experience and the customer journey is more critical now than ever. With customers interacting with brands through a myriad of touchpoints in multiple channels and media, firms need to integrate multiple business functions—and even external partners—in creating and delivering positive customer experiences.
Everybody Loves It, You’ve Got to Love It Too! The Downside of Receiving More (and More) Positive Word of MouthJan 30, 2017 David L. Alexander and Sarah G. Moore, 2017, 17-102
As consumers receive more positive word of mouth for a newly adopted product, they feel increasing pressure to perform as competently with the product as those who recommended it.
Feeling of Missing Out (FOMO) and Its Marketing ImplicationsNov 16, 2016 Ceren Hayran, Lalin Anik, and Zeynep Gürhan-Canli, 2016, 16-131
Is FOMO (feeling of missing out) a boon or threat for marketing? This study looks at what drives FOMO and the implications for customer loyalty and revisit and recommendation intentions.
Does Offline TV Advertising Affect Online Chatter? Analysis of Quasi-Experimental Data Using Synthetic ControlNov 4, 2016 Gerard Tellis and Seshadri Tirunillai, 2016, 16-130
Why marketers should consider effects of TV advertising on consumer reviews and blogs: This study finds that TV ads can accelerate virality and boost brand visibility in online chatter.
Report Outlines Challenges of Understanding Digitized CustomersNov 02, 2016
A new report identifies six research priorities for academic-industry collaboration on the topic, “Understanding Digitized Customers in Digitized Environments.”
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