For example, patients may be asked to use kiosks to check themselves into hospitals.
This study finds that customer anxiety during SST transactions can reduce customers’ trust in the service provider. When Eastern Bank decided to battle a threat from new competitors, it hired a fintech executive to set up Eastern Labs and start innovating.
Karen Mills discusses her case study on what happened next.
Open for comment; The irrational anxiety associated with being last in line can lead to unhappy customers, according to new research by Ryan Buell.
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10 The Need for Customer-Focused Public Transit Ensuring customer satisfaction is essential for businesses because a customerâs satisfaction with a particular transaction often determines whether the customer will return and whether the customer will describe the interaction in a positive or negative way to others.Today it's called "customer experience," and everyone in the company is responsible for exceeding expectations.Open for comment; Firms increasingly deploy self-service technologies (SSTs) to manage customer interfaces that are inherently stressful.Thales Teixeira discusses his research on the second wave of Internet disruption. Even though high-end customers can be fickle, a company that sustains a superior service position in its local market can attract and retain customers who are more valuable over time.Open for comment; Companies offering top-drawer customer service might have a nasty surprise awaiting them when a new competitor comes to town. Firms rated lower in service quality are more or less immune from the high-end challenger.Here's why every CEO should spend at least 10 percent of his or her time thinking about, talking to, and steering the organization to the customer.Closed for comment; Harvard Business School professor emeritus James L.Closed for comment; For retailers offering deals through the wildly popular online start-up Groupon, does the one-day publicity compensate for the deep hit to profit margins? Key concepts include: Discount vouchers provide price discrimination, letting merchants attract consumers who would not ordinarily patronize their business without a major price incentive.A new working paper, "To Groupon or Not to Groupon," sets out to help small businesses decide. These vouchers also benefit merchants through advertising, simply by informing consumers of a merchant's existence via e-mail.Closed for comment; A new case coauthored by HBS marketing professor John Deighton and research associate Leora Kornfeld offers an object lesson in the dangers social media can bring for big, recognizable companies and their brands. Open for comment; The world is beating a path to Chef Ferran Adrià's door at el Bulli, but why?Closed for comment; Every corporate mission statement pays lip service to respecting customer needs, but actual customer expertise is typically a mile wide and an inch deep, says Harvard Business School professor John Quelch.