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.|
The Impact of Online Product Reviews on Product ReturnsJan 28, 2016 Nachiketa Sahoo, Chrysanthos Dellarocas, and Shuba Srinivasan, 2016, 16-101
Analysis of transaction-level data from a multi-channel, multi-brand specialty retailer suggests that online consumer reviews help shoppers make better purchase decisions—leading to lower product returns.
Marketing Strategy for the Sharing EconomyNov 11, 2015 Arun Sundararajan, New York University
Arun Sundararajan discusses the technological and societal drivers of today’s sharing economy; capturing value from the new consumption models; pricing and product line opportunities; the shifting role of trust and brand; dealing with consumers who want to initiate offline transactions through an on-demand smartphone interface; the challenges raised when consumption experiences are moderated by one’s peers rather than by a dedicated salesforce; and value re-aggregation from the emerging, decentralized, blockchain-powered marketplaces.
Mobile vs. Desktop: How Technology Affects Word of MouthFeb 13, 2015
Marketers need to understand "device effects" as more customers shared their opinions on mobile platforms.
Lifting the Veil: The Benefits of Cost TransparencyDec 12, 2014 Bhavya Mohan, Ryan Buell, and Leslie John, 2014, 14-119
Examines when and why firms benefit from cost transparency; uses six laboratory experiments and one natural experiment where firms disclose their variable costs explicitly and directly to customers.
Identity Loyalty: Connecting the Brand and the CustomerDec 09, 2014
Video featuring Americus Reed II, Wharton School and Persona Partners
From MSI “Immersion” conference on September 19, 2014 (Edited)
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