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Top takeaways from the 2017 Customer Rage Study
The latest survey found consumer problems are up and corporate complaint-handling improved.
Domo arigato, Mr. Roboto
Marketing Chair and PetSmart Chair in Service Leadership Amy Ostrom wanted to understand how service robots might positively influence customers’ frontline experiences in the future.
Why you say yes, even when you don't want to
Research by Professor Emeritus of Marketing Robert Cialdini outlines six key principles of persuasion.
Final Four scores big for Valley and students
How much was the college basketball championship worth to Phoenix? According to a study commissioned by the Phoenix Local Organizing Committee and conducted by the Seidman Research Institute: $324.5 million. The experience university volunteers gained? Priceless.
Goods that are 'too pretty to use' could have big effect on sustainability
Research finds that people are less likely to use and enjoy beautiful consumables.
Can psychology influence the way we recycle?
Regents’ Professor Emeritus of Psychology and Marketing Robert Cialdini's research found social norms have a significant effect on what we toss into the blue bin.
Customer rage costs $202 billion in repeat sales
Companies may be losing more customers than keeping them because of ineffective customer service efforts, according to the 2015 Customer Rage Survey.
Podcast: Michael Vick, celebrity endorsements, and the fallout when an icon stumbles
Michael Vick's apparent involvement in the brutal "sport" of dog fighting is the latest incident to focus attention on celebrity endorsements.
Reduce risk by building a diversified 'portfolio' of customers
Companies typically try to acquire the kind of customers that are immediately profitable, or show the most potential for long term value.
No phone for you! Sprint-Nextel cuts off high-maintenance customers
Telecom giant Sprint-Nextel recently decided about a thousand of its customers were just a little bit too demanding, so it went ahead and fired them. The remarkable move made headlines nationwide and since has left business analysts to ponder two questions. First, was Sprint justified?