What People Really Want from Customer Service
A look at 7 types of customer service representatives and which are preferred by organizations hiring reps vs which are preferred by customers.
Content: Multimedia Content | Source: “Harvard Business Review” | Subject: Customer Related
How Do Consumers Make Complex Purchasing Decisions?
Content: Multimedia Content | Authors: Ely Dahan, Garrett Sonnier | Source: “UCLA” | Subjects: Customer Related, Marketing / Sales
Sheena Iyengar on the Power of Choice – and Why It Doesn’t Always Bring Us What We Want
In March 2010, Sheena Iyengar, a professor at Columbia Business School, published a book titled, The Art of Choosing. Iyengar, who is blind, says the book reflects her interest in how people make choices, including how they are able to navigate both the opportunities and responsibilities that an abundance of choice can bring. In a video presentation, Iyengar offers [email protected] viewers her perspectives on the … [ Read more ]
Content: Multimedia Content | Author: Sheena Iyengar | Source: “[email protected]” | Subjects: Customer Related, Marketing / Sales, Organizational Behavior
The Real Life Social Network v2
Paul Adams worked in the UX team at Google and was the user research lead for social. He spend a lot of his time doing research with people on how they use social media, sitting down with people, and having them map out their social network, and looking at how they use tools like email, Facebook, Twitter, their phone, and so on. One of the … [ Read more ]
Content: Multimedia Content | Author: Paul Adams | Source: “SlideShare” | Subjects: Customer Related, Marketing / Sales, Organizational Behavior, People
Marketing and Human Instincts
How the simple rules underlying human decision making can have a huge impact on consumer behavior.
Content: Multimedia Content | Author: Daniel Goldstein | Source: “London Business School” | Subjects: Customer Related, Marketing / Sales