Image

Customer Satisfaction

Do The Right Thing
3 months ago

Do The Right Thing

By  •  Corporate Responsibility

A natural disaster can bring out the best and the worst in people — and in businesses. After Hurricane Harvey, some companies went to great lengths to help people in desperate circumstances, while others preyed on their desperation. Houstonians will not be quick to forget either response.

Read More
Star Search
6 months ago

Star Search

By  •  REPUTATION

Video: Does your company crave love and attention from customers? It may need to take a stand on the kind of social issues that, in the past, business wouldn’t touch. But customer love can be fleeting — and customer hostility lasts. Rice Business Professor Anastasiya Zavyalova explains the difference between “celebrity” and “infamy” in the world of commerce.

Read More
Saving Face
7 months ago

Saving Face

By  •  Reputation

Rice Business professor Anastasiya Zavyalova shares three tips for CEOs facing a PR crisis.

Read More
Happy Campers
11 months ago

Happy Campers

By  •  Investing

What really impresses investors? They value firms that can pull off a balancing act, pleasing both their customers and their employees simultaneously. Rice researchers find that consistently treating both groups well leads to higher long-term value from investors, but that low ratings from one stakeholder group can undermine any value added by high ratings from the other.

Read More
Show Them That You Care
11 months ago

Show Them That You Care

By  •  Customer Relations

Information technology is reshaping relationships between companies and customers, bringing benefits to both. But unfettered use of this technology can erode customer care. For a company to care for clients effectively, both its managers and front line employees must listen empathetically to what they have to say.

Read More
Making Beautiful Music
12 months ago

Making Beautiful Music

By  •  Customer-Based Strategy

You gotta know the territory, sang the salesman in Meredith Willson’s classical show, “The Music Man.” You gotta know your customers, too, according to a recent study, because repeat business often depends less on what the customer thinks of the product–and more on what she thinks of the people behind it.

Read More
Ahead Of The Curve
4 years ago

Ahead Of The Curve

By  •  Mergers and Acquisitions

A Lot Has Changed Since B-School Taught That Successful Firms Must Choose The Dominant Strategy Between Cost Leadership And Customer Focus.

Read More
Top

Subscribe to our mailing list

Do NOT follow this link or you will be banned from the site!
Simple Share Buttons
Simple Share Buttons