Customer Expectations

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“Eye” by artist Tony Tasset in Laumeier Sculpture Park, St. Louis, MO. Image courtesy of Flickr user warmestregards.
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How Much Data is Too Much Data To Mine?

Do you know how much data is being collected about you at any given time by any given organization? Concerns about privacy in the new era of big data are making the rounds at many companies and being discussed by universities, governments and global institutions. This blogpost discusses some of the major privacy concerns about big data, how to address them and has a special focus on Equifax, the credit company that has 800 billion records with details on 500 million consumers and 81 million businesses in 17 countries.

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Managing in the skies

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Mixed news this week from American Airlines: On the plus side for most people, American plans to respond to flight attendants' concerns and ban porn on its in-flight Wi-Fi system.

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Managing Corrosive Customers

A restaurant patron berates a waiter for delivering the wrong entrée. A traveler cuts in line at an airline ticket counter and demands immediate service. A manager refuses to gather the documentation an outside consultant needs to provide services. As these examples suggest, the obnoxious customer has many faces.

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In Praise of Honest Pricing

Companies should spend less time trying to fool customers with hidden charges and devote more effort to competing on differences that really matter, say the authors. Imaginative managers may want to consider how a move toward honest pricing in their industry — such as unit pricing at supermarkets and the U.S. government”s Energy Star program — could help sell more and better products to a loyal customer base.

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