Customer Relationships and Experiences
“Decision Comfort” Can Improve Customer ExperienceOct 23, 2016
Making consumers comfortable with their decision can pay off (from Journal of Consumer Research).
Does Customer Participation Always Benefit NPD?Oct 23, 2016
Effects vary by industry, market, and stage of development process (from Journal of Marketing).
5 Things I Know about Marketing – Duke’s Christine MoormanOct 20, 2016
"I tell my students: 'Love your customers,'" says Duke's Christine Moorman. "It’s the fundamental desire to please and create value for these individuals you have a relationship with. It’s a very heartfelt thing."
Research Grants Target CX: Getting Marketing Right in Real TimeSep 09, 2016
Getting marketing right in real time is a priority for MSI members. How can firms hit just the right notes at the right point in the customer journey? In a first round of funding, MSI has funded 11 research studies that promise to help managers better understand, design, manage, and measure customer experience.
Creating and Appropriating Alliance Value Through Customer-Centric StructuresSep 1, 2016 Ju-Yeon Lee and Robert W. Palmatier, 2016, 16-127
A customer-centric structure enables firms not only to cultivate relational market-based resources but also to leverage those resources in alliances.
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