Services Leadership Digest
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How Telemedicine Is Transforming Health Care

How Telemedicine Is Transforming Health Care | Services Leadership Digest | Scoop.it
The revolution is finally here—raising a host of questions for regulators, providers, insurers and patients.
CSL's insight:

The technological capabilities are here and potential benefits are huge. Can the healthcare industry execute? 

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Urban world: The global consumers to watch | McKinsey & Company

Urban world: The global consumers to watch | McKinsey & Company | Services Leadership Digest | Scoop.it
Dramatic demographic shifts are transforming the world’s consumer landscape. Our new research finds just three groups of consumers are set to generate half of global urban consumption growth from 2015 to 2030.
CSL's insight:

Three demographic groups will generate half of all global urban consumption growth through 2030. Millennials are not one of them. What does it mean for your business? 

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6 Ways Knowledge Management Improves Customer Support

6 Ways Knowledge Management Improves Customer Support | Services Leadership Digest | Scoop.it
Knowledge management is an organizational approach that helps businesses collect, organize, share and use information to their advantage.
CSL's insight:

Knowledge management system and social networks can elevate your customer support by providing quick access to the right information, sharing best practices, improving efficiency and speed of customer support. Here're 6 examples of how a good knowledge management system can improve your customer support.  

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Customer Rage: The Bottoming Out Of Complainant Satisfaction & The Unintended Consequences Of Corporate Customer Experience Vices

Customer Rage: The Bottoming Out Of Complainant Satisfaction & The Unintended Consequences Of Corporate Customer Experience Vices | Services Leadership Digest | Scoop.it
By Scott Broetzmann Customer Rage – Many companies don’t really understand it and are impotent to manage it because they are infatuated with insincere customer experience metrics and narrowly focused on optimizing a transaction. Consider these disquieting facts from the 2015 National Customer Rage survey: Customers are experiencing an ever-increasing level of problems with products and services; 54%…
CSL's insight:

Scott Broetzmann discusses two most commonly made mistakes that prevent companies from achieving ROI on customer experience programs. 

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How User Generated Reviews Affect Conversion Rates

How User Generated Reviews Affect Conversion Rates | Services Leadership Digest | Scoop.it
Almost all business owners hate Yelp, but they understand its power. User generated reviews in general are tremendously influential in persuading people to buy. One study found that 88% of consumers…
CSL's insight:

Why user generated reviews matter? "88% of consumers trust online reviews as much as personal recommendations and 72% of consumers say positive reviews make them trust businesses more." User reviews can attract or detract new customers, they can also offer you free insights about your customers. 

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Seven Effective Practices For Preventing Customer Rage

Seven Effective Practices For Preventing Customer Rage | Services Leadership Digest | Scoop.it
By Mary Murcott “What we’ve got here is a failure to communicate”. That is a reference to the 1967 movie Cool Hand Luke, and my assessment after rereading the findings of our Consumer Study on Customer Rage associated with complaints and the complaint handling process. The communication problem exists on many levels – between customers…
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Leveraging Big Data Analytics to Create Value

Leveraging Big Data Analytics to Create Value | Services Leadership Digest | Scoop.it

Interview with Professor Peter C. Verhoef, author of Creating Value with Big Data Analytics: Making Smart Marketing Decisions.

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How Should You Calculate Customer Lifetime Value?

How Should You Calculate Customer Lifetime Value? | Services Leadership Digest | Scoop.it
Should marketers subtract the cost of acquiring a customer before assessing that customer’s lifetime value (CLV)?
CSL's insight:

Should marketers subtract the cost of acquiring a customer before assessing that customer’s lifetime value?

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Ron McIntyre's curator insight, May 23, 5:28 PM

Have talked about this issue for a number of years.  Worth understanding better by all businesses.

 

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Aligning Business Model & Culture to Maximize the Analytics Opportunity

Aligning Business Model & Culture to Maximize the Analytics Opportunity | Services Leadership Digest | Scoop.it
In a recent blog post Analytics in Services: Actions versus Talk, we reviewed how companies are applying big data and analytics for both internal and external uses. That review led to a survey and executive panel discussion at the November 2015 Arizona State University Center for Services Leadership (CSL) Annual Compete Through Service Symposium where…
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CX Day: Fostering a Top-Down, Bottom-Up Approach to Customer Experience - Think customers: The 1to1 Blog

CX Day: Fostering a Top-Down, Bottom-Up Approach to Customer Experience - Think customers: The 1to1 Blog | Services Leadership Digest | Scoop.it
CSL's insight:

Happy Customer Experience Day! How will you be celebrating your customers?

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A Great Customer Experience Isn’t Something You Can Script | Center for Services Leadership Blog

A Great Customer Experience Isn’t Something You Can Script | Center for Services Leadership Blog | Services Leadership Digest | Scoop.it
By: John Abraham Several years ago, I met a successful customer service director in a retail bank. She had led the charge to bring customer experience thinking into the bank’s branch operations and call centers, defining how the company’s brand promise should be reflected in customer interactions. In fact, they had developed a specific greeting…
CSL's insight:

Join the Center for Services Leadership at Compete Through Services Symposium on November 5th, 2015, to hear John Abraham, Medallia Institute, and Michael Morton, Best Western International, speak on Breaking Barriers Between Service Metrics and Customer Experiences.

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How to Create a Better Customer (and Employee) Experience | Shep Hyken

How to Create a Better Customer (and Employee) Experience | Shep Hyken | Services Leadership Digest | Scoop.it
Who is responsible for customer service? Unless you run a one-man operation, you probably have to entrust the job to your employees.
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Looking beyond technology to drive sales operations | McKinsey & Company

Looking beyond technology to drive sales operations | McKinsey & Company | Services Leadership Digest | Scoop.it
New trends are forcing sales leaders to rethink how they sell. The right investment in sales operations can unlock sustainable growth.
CSL's insight:

Selling services and solutions requires updating your sales approach. Here is what companies with world-class sales operations are doing differently. 

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CSL's curator insight, June 27, 1:55 PM

Selling services and solutions requires updating your sales approach. Here is what companies with world-class sales operations are doing differently. 

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CMOs: Claim Ownership of the Customer Experience

CMOs: Claim Ownership of the Customer Experience | Services Leadership Digest | Scoop.it
Customer experience directly affects both the top and bottom lines of business.  CMOs know this and now compete to deliver the most compelling, contextually relevant experiences.  CMOs until
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Is business school the new design school?

Is business school the new design school? | Services Leadership Digest | Scoop.it
People are often surprised when they hear that I earned my master of business administration degree, or MBA, as a side-hobby while I was a tenured professor..
CSL's insight:

Creativity is becoming a strategic lever to create a competitive advantage in the corporate world. 

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Using IoT Data to Understand How Your Products Perform

Using IoT Data to Understand How Your Products Perform | Services Leadership Digest | Scoop.it
It requires facing some hard truths.
CSL's insight:

IoT is forecast to grow over 20 billion by 2020. Here are key steps to making the move to IoT effective. 

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Know the Job Your Product Was Hired for (with Help from Customer Selfies)

Know the Job Your Product Was Hired for (with Help from Customer Selfies) | Services Leadership Digest | Scoop.it
Real innovation follows surprising insights.
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Complain Like a Pro: 5 Tips for Effective Communication With Customer Service

Complain Like a Pro: 5 Tips for Effective Communication With Customer Service | Services Leadership Digest | Scoop.it
By Mary Murcott The results of 2015 Customer Rage Study show that consumers are increasingly dissatisfied with customer service in spite of the investments companies are making to improve customer satisfaction. Over 60% of the consumers interviewed for the study felt that they got "nothing" in response to their complaints about a problem with a…
CSL's insight:

Expert advice on how to reduce frustration and rage when dealing with bad customer service. These five communication tips will help you save time and will significantly improve your chances for a favorable customer service resolution. 

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Hub-of-All-Things: Breaking Data Silos for a Better Service

Hub-of-All-Things: Breaking Data Silos for a Better Service | Services Leadership Digest | Scoop.it
The advent of the Internet-of-Things (IoT) in today’s world of connected things and connected people has made it possible for firms to harvest lots of real-time customer data – information from people and objects, and indeed everything. This is compounded by individuals spending much of their time generating data for others about our lives, placing…
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Why customer analytics matter | McKinsey & Company

Why customer analytics matter | McKinsey & Company | Services Leadership Digest | Scoop.it
Although survey respondents say the value of customer analytics is declining, our findings show these analytics clearly drive value. Focusing on three factors can help companies reap the benefits.
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Gamifying healthcare to reduce costs Sempre Health launches from the Alchemist Accelerator

Gamifying  healthcare to reduce costs Sempre Health launches from the Alchemist Accelerator | Services Leadership Digest | Scoop.it
Sempre Health, one of the companies launching in the latest batch of the Alchemist Accelerator, is looking to lower the cost for prescription medication by..
CSL's insight:

Can gamifying healthcare incent patient behavior and help lower healthcare costs? 

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The 2015 1to1 Media Customer Champions Revealed

CSL's insight:

Congrats to CSL Board Member, Terry Cain, for earning the title of 2015 1to1 Media Customer Champion!

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3 Strategic Questions the Media Industry’s Future Depends On

3 Strategic Questions the Media Industry’s Future Depends On | Services Leadership Digest | Scoop.it
The balancing act between human creativity and technology.
CSL's insight:

What must the Media Industry focus on when dealing with technological disruptions?

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Center for Services Leadership Blog | Master the Science of Service

Center for Services Leadership Blog | Master the Science of Service | Services Leadership Digest | Scoop.it
Master the Science of Service
CSL's insight:

One of the top three finalists for the 2015 Transformative Service Research Best Paper Award, sponsored by the Center for Services Leadership.


The article is available on the Journal of Service Research website.

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