Customer Service

Showing 1-20 of 35

Image courtesy of Flickr user abplanalp_photography.
Free Article

When Should You Fire Customers?

  • Blog
  • Read Time: 3 min 

Many customers are simply not profitable. Letting them go is one option, but so is trying to train them out of expensive behavior. Options suggested by Jiwoong Shin and K. Sudhir, both of Yale School of Management, include reducing services to unprofitable customers and educating them to use less costly service channels. “We recognize the mix of concerns, both ethical and practical, that swirl around firing customers,” write Shin and Sudhir. “We advocate firing customers only as a last resort.”

Image courtesy of Blue4green.

What You Can Learn From Your Customer’s Customer

Innovative companies fund internal research and development to gain an edge in the marketplace. They also work closely with suppliers to offer greater functionality and performance for their customers. However, some critical new product insights don’t come from suppliers and customers working together but from the customer’s customers. Drawing on numerous examples from technology companies, this article explores the various ways parties can collaborate so that everyone benefits.

Image courtesy of Flickr user H4NUM4N.

The Benefits of Combining Data With Empathy

Everyone has experienced the frustration of having to repeat voice commands multiple times before finally asking to speak to a service representative. Many large companies have become so focused on optimizing their business processes and systems that they have become all too willing to forget about cultivating emotional connections with customers. But in order to detect and respond to shifting customer needs, companies need to show more, not less, empathy with their customers.

019-Operations-500
Free Article

L.L. Bean Weighs, Then Goes For, Free Shipping

  • Blog
  • Read Time: 1 min 

Maybe you are one of these people: You get most of the way through an online purchase, then you see the shipping cost and you decide, “nah, I can buy it offline cheaper / I don’t really need it / maybe next time.

advertisement

Courtesy of Procter & Gamble

Is Your Company As Customer-Focused As You Think?

To become a customer-focused organization requires senior executives to open up communication with people throughout the organization so they can hear what is actually going on — as opposed to a sanitized version. Few companies make this leap, even though not doing it can hurt long-term performance. However, managers can come to terms with their company’s weaknesses in the realm of customer focus by posing a set of five questions specifically designed to uncover their vulnerabilities.

advertisement

020-Marketing-500
Free Article

Customers and service innovation

  • Blog

Eric von Hippel of the MIT Sloan School has long argued that users play a larger role in product development than is commonly believed. Now, in a new working paper, Pedro Oliveira and von Hippel take a look at customers' role in innovation in a service industry: banking.

016-Technology-500

3 Critical Issues in Internet Retailing

In the early, hyped-up days of e-commerce, Internet retailers tried to focus customer and investor attention on the bells and whistles of their product offering or Web pages, and hoped that no one noticed the poor performance of backroom operations — or they deluded themselves into believing that good execution

advertisement

01-Technology-500

Double Agents

Electronic information can easily overwhelm people with large volumes of data. An abundance of information often strains human limits: attention, memory, motivation or other factors. In response to this challenge, software that assists humans in filtering and organizing information into more digestible amounts and formats have appeared (Alba et al.,

Showing 1-20 of 35