Video

Creating Customer Experiences That Build Relationships

Webinar featuring Ruth N. Bolton, Arizona State University

[Webinar starts at 2:14]

Ruth N. Bolton (Arizona State University) will analyze the challenges of creating customer experiences including the management of technology and new media. She will consider the ways customers co-create their experiences and how these activities influence business revenues, operations, and costs. She will also discuss the psychology of customers, identify novel concepts of customer experiences, and describe how companies can shape experiential attributes to build relationships over time. Based on her 2016 book, Service Excellence: Creating Customer Experiences That Build Relationships, she will provide a business perspective on actionable ways to co-create experiences and manage relationships with customers to generate cash flows and profitability, including the role of pricing.

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