As small businesses reopen, they’ll need to engage the hearts and minds of both employees and customers by recognizing that they feel emotions differently than they did before COVID-19.
Articles on Customers
Displaying 21 - 34 of 34 articles
Bad customer service is actually good for companies’ bottom lines.
The recent Aeroplan survey offended many consumers with questions they felt normalized intolerant views. But consumer research has a long history of learning about customers’ values.
Coles plans to compete with competitors by moving away from low prices to a focus on other attributes, such as sustainability, local produce and community.
The economics of the money-back guarantee can work in retailers’ favour, in certain circumstances.
Timing your call can be crucial to fend off frustration.
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.
Business Briefing: when robots and customers meet
The Conversation17.8 MB (download)
Customers might prefer digital robots who don't judge for now but physical robots with empathy may be the customer service workers of the future.
The banks could have used their collective bargaining power not only against Apple for Apple Pay but also stall the adoption of mobile payments in Australia.
Customers who make purchases under pressure don’t use the usual 10-day cooling-off period given under law, new research finds.
Customers who are angry are more likely to behave unethically, no matter how high the stakes, new research shows.
More supermarkets are starting to stock “phantom brands”- private label products without any reference to the business’ brand or logo.
Business Briefing: being funny with customers
The Conversation16.2 MB (download)
New research shows that humour can relieve tension for employees and increase customer satisfaction, just don't make jokes when it comes to offering apologies!
While some companies get fined £18m, others have learned to “wow” the punters when things go wrong.
Top contributors
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Professor of Marketing and Consumer Behaviour, Queensland University of Technology
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Associate Professor of Business, Boston University
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Associate Professor of Quantitative Marketing and Analytics, Binghamton University, State University of New York; Indiana University
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Senior Lecturer and CMI Programme Director, University of Huddersfield
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Director, Master of Business Administration Program (MBA); Co-Director, Better Consumption Lab, Deakin University
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Associate Professor in Data Visualization, Swansea University
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PhD Candidate in Data Visualisation, Swansea University
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Professor of Management Science, Michael Diekmann Chair in Management Science, and Director of Research, ESMT Berlin
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Michael J Crouch Chair in Innovation, School of Management and Governance, UNSW
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Adjunct Professor, Swinburne University of Technology
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Associate Professor of Marketing, Tasmanian School of Business and Economics, University of Tasmania
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Lecturer, Marketing, University of Professional Studies Accra
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Associate Professor of Business Information Systems, Auckland University of Technology
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Professor of Technology and Organisation, Auckland University of Technology
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Professor of Marketing, UNSW