Second opinions help when they foster honest and supportive communication, enabling consumers to reach an informed decision.
Articles on Customer satisfaction
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Once a cornerstone for many food retailers, brand loyalty is eroding as consumers prioritize cost savings over long-term brand relationships.
A public relations move by Loblaw Companies is just the latest in a long line of big business antics stretching back to pre-Confederation fur trade in Canada.
Businesses can now pass credit card surcharge fees along to their customers. To help businesses predict how consumers will react to credit card surcharges, behavioural economics offers some answers.
Ghana’s museums can improve visitor numbers by paying attention to customer satisfaction.
We’re not going to stop wandering through shopping centres anytime soon, but mobile, micro-location and voice technologies are set to transform the retail experience.
If you communicate carefully, big retailers will listen.
Some observers say we should eliminate tipping in restaurants because of the negative impact on workers. But how do customers feel about that?
Wells Fargo and United Airlines have both been facing an onslaught of negative publicity and will have a tough time restoring trust with their customers. Here’s a good place to start.
Putting the purchasing public at the heart of your business is getting harder and harder as technology drives ever more interaction.
The revelations about the penalties for staying with your power company are a good marker for the kind of regulation we need.
Those of us with experience working in former state monopoly sectors such as trains, aviation and telecoms as they transition into a less regulated environment, know only too well the challenge of change…
Institutional investors such as equity funds increase their holdings in companies where customer satisfaction improves. Researchers…
New research suggests mirroring the in-store experience online is the best way to deal with negative feedback. Researchers…
The success of small companies can be strongly affected by online user reviews, a Harvard Business School research report…
Loyalty programs do not necessarily lead to a company making greater profits, Ryerson University research has found. Increasing…
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Senior lecturer, Energy Policy Group, University of Exeter
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Senior Lecturer in Marketing & Society, University of Bath
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Professor of Marketing, MIT Sloan School of Management
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Executive Director of Postgraduate Programmes, Surrey Business School, Royal Holloway, University of London
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Senior Lecturer in Marketing, University of Nottingham
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Professor of Food and Beverage Management, Cornell University
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Associate Professor of Marketing, Tasmanian School of Business and Economics, University of Tasmania
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Associate Professor in Legal Studies, St. Jerome's University, University of Waterloo
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Professor and Associate Dean of Engagement & Inclusion, Ted Rogers School of Management, Toronto Metropolitan University
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Professor of Marketing and Consumer Behaviour, Queensland University of Technology
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Senior Lecturer, The University of Queensland
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Senior Lecturer, The University of Queensland
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Senior Lecturer, School of Economics, The University of Queensland