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The Value of Memorable Customer Experiences
Daniel Kahneman: The Riddle of Experience vs. Memory In his 2010 Ted Talk, “The Riddle of Experience vs. Memory,” Nobel laureate, Daniel Kahneman, argues that people perceive reality in two disparate...
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Omni-Channel Attribution Technologies
In class, we briefly discussed the challenge of measuring multi-channel attribution, but what are businesses actually doing about it? To quickly review, multi-channel attribution refers generally to...
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Multilingual, Multicultural Customer Service
On April 2, Shirley provided a solid overview of Tim Cook’s recent apology to the Chinese market regarding Apple’s incongruous warranty policies in China. The controversial mishap elucidates the global...
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Marketing Customer Value
In their 2011 article, “Shared Value: How to Reinvent Capitalism—And Unleash a Wave of Innovation,” Michael Porter and Mark Kramer suggest that companies must update their understanding of value...
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