Competing Through Service

Charlie Oliver

Customer rage decreased in the past two years, but negative emotions about interactions with firms about problems with products and services continue to simmer, costing companies billions in lost brand loyalty. The 2017 Customer Rage Study showed that a high number of people who had complaints were left feeling frustrated, angry and generally bad about their experience with the company. In this podcast, Professor Mary Jo Bitner, co-executive director of the Center for Services Leadership, explains the numbers during an interview at the center’s Compete Through Service Symposium. The biennial customer rage study was conducted by Customer Care Measurement & Consulting in collaboration with the center.

Interview: In the Dedication to Service, Can we Lose our Ethics?

Customer Rage Study: Interview With Scott Broetzmann and Mary Murcott | Center for Services Leadership Blog In this podcast, Scott Broetzmann Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott, President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P Carey Center for Service Leadership.  

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

Leaders of product-based companies are under an enormous pressure to stay competitive by shifting revenues from selling goods to delivering services and solutions. Yet few executives realize the extent to which they must change their organizations to succeed in growth through services. In today's podcast, Dr. Mary Jo Bitner, Professor and Executive Director of the Center for Services Leadership at W. P. Carey School of Business and Dr. Steve Brown, Emeritus Professor and Strategic Partner of the INSIGHT Group, talk about their new book Profiting from Services and Solutions: What Product-Centric Firms Need to Know. The book discusses key success factors that can help product-centric companies to succeed in transforming their businesses. The book draws on the authors' years of academic research and consulting work with several Fortune 100 member companies. You can find it on Amazon and Business Express Press website. Visit Center for Services Leadership blog for information about the book and special pricing offer from ISSIP.

This podcast is the third in the series of podcasts from the Journal of Services Researchdevoted to the research priorities developed by the Center for Services Leadership. The podcast features a conversation with Kevin Burkhard, CSL Director of Strategic Initiatives, Gary Bridge, Ph.D., Senior Vice President and Global Lead, Cisco Systems, and Dr. Michael Goul, Chair and Professor, Innovation Systems, W. P. Carey School of Business at Arizona State University.

This podcast features Dr. Vicki Smith Daniels, Professor of Supply Chain Management and CSL Research Faculty at Arizona State University, with Chris Melocik, Senior Vice President, Integration and Process Improvement, Republic Services. The podcast focuses on measuring and optimizing the value of service.