Thoughts; explorations; reading; talking points; discussions.

Digital shoppers challenge retailer relationships

Reader comments influence reader perceptions

The debt to pleasure
The Economist

Does a Low Price Mean Good Value or Bad Quality?
Time | Business & Money

Does Quantification In Market Research Lead To Disengagement?
Edward Appleton | GreenBook blog

Applying Customer Relationship Valuation
Ashok Jain, Carmen Sims, Joice Gil | Deloitte Financial Advisory Services LLP

Study: Wanting Things Makes Us Happier Than Having Them
Lindsay Abrams

Netflix, consumer surplus, and brand loyalty
Ben Gaines

What To Do When the Customer Isn’t Right
Chad Brooks

Creating Impact in B2B Relationships
Ed O’Boyle and Craig Kamins

Customer Relationship Nurturing: What You’re Missing
Megan Heuer

The Truth About Customer Experience
Alex Rawson, Ewan Duncan, and Conor Jones

Uzma Khan: Making Hard Choices Easier for Customers
Marina Krakovsky

Harmonization Processes and Relational Meanings in Constructing Asian Weddings
Thuc-Doan T. Nguyen, Russell W. Belk

The Value of Customer Relationships
Lea A. Strickland

How to Electrify Your Customer Relationships
Dorie Clark

Customer relationship management: Finding value drivers
Keith A. Richards, Eli Jones

The value concept and relationship marketing
Annika Ravald, Christian Grönroos

Luxury Consumers Value Products, Not Buying Experiences
Ariel Adams

The relationship between customer value and pricing strategies: an empirical test
Anna Codini, Nicola Saccani, Alessandro Sicco

Creating a Superior Customer-Relating Capability
George S. Day

Truly, Madly, Deeply: Consumers in the Throes of Material Possession Love
John L. Lastovicka, Nancy J. Sirianni

Effects of Construal Level on the Price-Quality Relationship
Dengfeng Yan, Jaideep Sengupta

Developing a unique approach to value customer relationships
PJ Patel, Ed Hamilton, James Budyak

Valuation of Customer Relationships: Choice, Application, and Results of Various Attrition Analysis Methodologies
David Smith

Making Better Marketing Decisions
Robert S. Duboff

Is It Time to Rethink Your Pricing Strategy?
Andreas Hinterhuber and Stephan Liozu

Customer value-based pricing strategies: why companies resist
Andreas Hinterhuber

The relationship between target costing and value-based pricing and presenting an aggregate model based on customers’ expectations
Mehdi Alinezhad Sarokolaee, Vahid Taghizadeh, Mohammadreza Ebrati

The ROI of Everything
David Krajicek

Understanding Customer Experience
by Adam Richardson

Psychological Distance and the Dual Role of Price
Torsten Bornemann, Christian Homburg

Loyalty Programs and their Impact on Repeat-Purchase Loyalty Patterns: a replication and extension
Byron Sharp and Anne Sharp

The Endowment Effect as Self-Enhancement in Response to Threat
Promothesh Chatterjee, Caglar Irmak, Randall L. Rose

Why Some Consumers Hold Different Impressions Of Your Brand and Your Brand’s Personality
Donna Bonde

The Effects of Consumption, Production and Temporal Migration on Global Markets
Michael Czinkota and Roger Blackwell

A Smarter Way to Reduce Customer Defections
Dina Gerdeman

Progress in customer relationship management adoption: a cross-sector study
Maureen Meadows and Sally Dibb

How to Stop Customers from Fixating on Price
Marco Bertini and Luc Wathieu

The Dual Role of Power in Resisting Social Influence
Mehdi Mourali and Zhiyong Yang

Getting Ahead of the Joneses: When Equality Increases Conspicuous Consumption among Bottom-Tier Consumers
Nailya Ordabayeva and Pierre Chandon

Free and Easy: Loyalty Program Benefits That Matter Most Globally
Nielsen Newswire | Consumer

Customer Experience Trumps Price for Business and IT Decision-Makers
Jim Tierney

Turning on utility customer loyalty
Jochem Moerkerken, Kim Petrick, Andreas Dullweber and Barney Hamilton

Lenses of the Heart: How Actors’ and Observers’ Perspectives Influence Emotional Experiences
Iris W. Hung and Anirban Mukhopadhyay

Shopping Is What Consumers Do, Not What Analysts Want
David Sable

Free Offer ≠ Cheap Product: A Selective Accessibility Account on the Valuation of Free Offers
Mauricio M. Palmeira, Joydeep Srivastava

How Happiness Affects Choice
Cassie Mogilner, Jennifer Aaker, Sepandar D. Kamvar

Customer Service is the ‘Sine Qua Non’ of Relationship Marketing
Lawrence A. Crosby

Firms and Trust (video)
Sandy Jap
Published by Marketing Science Institute

The case of towards a conceptual framework of online customer service experience (OCSE) using the Emerging Consensus Technique (ECT)
Philipp “Phil” Klaus

Measure to Manage
Ove Haxthausen and Pankaj Kumar

Integrating Relationship Marketing and Lifecycle Perspectives: Strategies for Effective Relationship Migrations
Jonathan Z. Zhang, George F. Watson IV, Robert W. Palmatier, and Rajiv P. Dant

Relationship Marketing, Gender, and Culture: Implications For Consumer Behavior
Kara A. Arnold, Queen’s University and Constanza Bianchi, Queen’s University

Neuromarketing: The New Science of Consumer Behavior
Christophe Morin

The Customer Loyalty Playbook: 4 Steps to Build Loyal, High-Value Customers
Published by Oracle, USA

How Can a Business Succeed by Giving Back More Than It Takes?
Mark Reynolds

Valuing Customers
Sunil Gupta, Donald R. Lehmann, Jennifer Ames Stuart

From Inherent Value to Incentive Value: When and Why Pointless Effort Enhances Consumer Preference
Sara Kim and Aparna A. Labroo

Turning Emotion into Engagement: Utilizing the power of emotion to connect customers to your brand
Published by Circles, a Sodexo company

The Power of Win/Loss Analysis Programs
Jennifer Berkley Jackson

Think Your Product Is Too Boring for Word of Mouth Marketing? Think Again
Knowledge@Wharton | Marketing

Price Promotion for Emotional Impact
Aylin Aydinli, Marco Bertini, Anja Lambrecht

How the Digital Age Is Rewriting the Rule Book on Consumer Behavior
Itamar Simonson and Emanuel Rosen

Customer Relationship Management and Firm Performance
Tim R. Coltman, Timothy M. Devinney and David F. Midgley

Customer service in the digital age – Responding to digital disruption and rising customer expectations
Published by Deloitte, UK

Busting Six Myths About Customer Loyalty Programs
Marcel Corstjens and Rajiv Lal

Eight Strategies for First-rate Customer Service
Published online by Cisco (

The Effects of Brand Experiences, Trust and Satisfaction on Building Brand Loyalty
Azize Sahin, Cemal Zehir, Hakan Kitapçı

Ford’s Innovative Customer Relations Programs Increase Owner Satisfaction and Promise 20 Percent Growth in Annual Savings
Published by The Cisco Internet Business Solutions Group (IBSG)

The Paradox of Tie Strength in Customer Relationships for Innovation: A Longitudinal Case Study in the Sports Industry
Tobias Fredberg and Frank T. Piller

Maintaining Customer Loyalty: Love them like you mean it
Naomi Kasolowsky

How to Add Value to Customer Relationships
Craig Woirhaye

Happiness from Ordinary and Extraordinary Experiences
Amit Bhattacharjee and Cassie Mogilner

How Males and Females Differ in Their Likelihood of Transmitting Negative Word of Mouth
Yinlong Zhang, Lawrence Feick and Vikas Mittal

The Impact of Fear on Emotional Brand Attachment
Lea Dunn and JoAndrea Hoegg

Why We Can’t Stop Liking the Brands We Loved as Kids
Derek Thompson

Unpacking What a “Relationship” Means to Commercial Buyers: How the Relationship Metaphor Creates Tension and Obscures Experience
Christopher P. Blocker, Mark B. Houston and Daniel J. Flint

The Data Hurdle
Florian Kahlert

Dynamic Ecosystems of Value
Josh Bernoff

The Feedback Loop: More Data Doesn’t Always Mean Better Customer Service

I, Human
Adam Burns

The flow of value: An interview with Michael Spence
Mckinsey & Company

The Internet of Things: How It Will Change the Way You Shop

Purposeful Loyalty: Customers Are Driving and Data is the Fuel
Milen Mahadevan

Closing the delivery gap
James Allen, Frederick F. Reichheld, Barney Hamilton and Rob Markey

Addressing the Gender Gap in Brand Engagement
Lawrence A. Crosby and Jenny Darroch

From Marketing Spend to Marketing Accountability
Christine Moorman

Explaining Customer Centricity With a Diagram
Don Peppers

Twilight of the Brands
James Surowiecki

Building Histories of Emerging Economies One Interview at a Time
Julia Hanna

The Analytics Mandate
David Kiron, Pamela Kirk Prentice and Renee Boucher Ferguson

Brand Tourists: How Non-Core Users Enhance the Brand Image by Eliciting Pride
Silvia Bellezza and Anat Keinan

The economics of loyalty
Rob Markey and Fred Reichheld

Shopping Goes High-Tech With Retail-Based Gesture Recognition
Lauren Drell

Owning the Customer Experience: Respect the Channel
Simon Etherington, UK MD, Sitecore

Pricing and Brand Strategy
Gordon Wyner

Optus Future of Business Report 2014

The Disappearing Middle Is a Real Market Threat – Here’s What Firms Can Do

Customer Service the Disney Way
Carmine Gallo

The Ultimate Marketing Machine
Marc de Swaan Arons, Frank van den Driest, and Keith Weed

Creating Reciprocal Value Through Operational Transparency
Ryan W. Buell, Tami Kim, Chia-Jung Tsay

The powerful economics of customer loyalty in Australia
Katrina Bradley and Richard Hatherall

Rebuild Trust and Loyalty Through an Employer-Employee Alliance
Reid Hoffman

B2B Customer Experience: Start Playing to Win and Stop Playing Not To Lose

Reaching for What?
Don E. Schultz

Why Customer Satisfaction Still Matters
Kenneth L. Strickland

How We Transformed Marketing at Electrolux
MaryKay Kopf and Fred Geyer

Voice of customer analytics – A game changer in the era of social media explosion
Anil Chawla

Using Customer Journey Maps to Improve Customer Experience
Adam Richardson

Surprising New Insights about How Consumers Search Online
Bart J. Bronnenberg, Jun B. Kim, and Carl F. Mela

3 Big Data Opportunities For CRM Strategy
Jeff Bertolucci

The Value of Customer Experience, Quantified
Peter Kriss

Could ownership be an alternative way to engage with customers?

Why Location is King for E-commerce, Too
David R Bell

Why Consumers Aren’t Buying the Idea of Mobile Wallets – Yet

In Search of the Drucker Legacy
Lawrence A. Crosby

Gallup Examines the State of the American Consumer
Gallup Blog

The Blossoming Relationship Between Marketing and Engagement in the New Customer Journey
Brian Walker

The Lovers, the Haters and How They Helped Drive Innovation at Kraft

How Backcountry Creates an Exceptional Customer Experience
Matt Ragland

Pushing the Limits of Personalization
Scott Berinato

Travel Industry Taps Technology to Win Over Customers
Knowledge@Wharton – Wipro CIO Series

Improving short-term demand forecasting for short-lifecycle consumer products with data mining techniques
Dennis Maaß, Marco Spruit and Peter de Waal

How Control Impacts What Consumers Expect from Brands

Why Customer Engagement Matters So Much Now
Susan Sorenson and Amy Adkins

The Waning Hold of Consumer Control
J. Walker Smith

How the American Red Cross Redesigned the Experience of Donating Blood
Paul Jun

Gut & gigabytes: Capitalising on the art & science in decision making
Dan DiFilippo and Paul Blase

Legos, Tinker Toys and Facebook’s ‘Emotional Contagion’
Don E. Schultz

The Most Powerful 3 Words in CRM: “That’s Not Fair”
Marketing Science Institute

Brand Challenge: Is There a ‘Recipe’ for Going Viral?
Kelli Wisuri and Gopi Kallayil

When Fewer Choices Are Worth More
Hanna Halaburda, Mikolaj Piskorski and Pinar Yildirim

Using Social Media to Improve Customer Loyalty
Howard Baldwin

The Five Ways Top-Performing Companies Engage Customers
Susan Sorenson

How Millennials Think Differently about Brands
Americus Reed

Customer Centricity in the Telecommunications Industry
Pitney Bowes | Business Insights

Marketing Needs a Collaborative Approach to Win Over Customers

Bring Your Own Persona: Rethinking Segmentation for the New Digital Consumer
Scott Snyder

How Smart, Connected Products Are Transforming Competition
Michael E. Porter and James E. Heppelmann

Bridging the gap between brand promise and customer experience
Michael Krigsman

One Branding: Uniting the Employer, Corporate, and Product Experience
Antonella Mei-Pochtler, Rainer Strack, Wiebke Sokolowski, Christopher Kanitz, and Manfred Dederl

Customer Loyalty in the Age of Big Data

We Are Not the Same as You and I: Causal Effects of Minor Language Variations on Consumers’ Attitudes toward Brands
Aner Sela, S. Christian Wheeler, Gülen Sarial-Abi

How Health Insurers Can Get Closer to Consumers

Where to Look for Insight
Mohanbir Sawhney and Sanjay Khosla

One Engagement Strategy Does Not Fit All
Natalie Baumgartner

The Latest Innovation: Redesigning the Business Model

Market-Making with Personal Data
Marketing Science Institute

The future for CIOs: Which way is up?
The Economist Intelligence Unit

Analytics In Action
Elisabeth A. Sullivan | AMA

Taking B2B growth to the next level
Andrew Pierce, Fred Geyer and Ted Moser

Investigating the Relationship Between the Content of Online Word of Mouth, Advertising, and Brand Performance
Shyam Gopinath, Jacquelyn S. Thomas, Lakshman Krishnamurthi

Should You Treat Distributors Like Employees? Or Customers?
Jordan Katz

The consumer decision journey
David Court, Dave Elzinga, Susan Mulder, and Ole Jørgen Vetvik

Digitizing the consumer decision journey
Edwin van Bommel, David Edelman, and Kelly Ungerman

How marketers will win
The Economist Intelligence Unit (EIU)

Email and the Internet Are the Dominant Technological Tools in American Workplaces
Kristen Purcell and Lee Rainee

Why Your Customers’ Social Identities Matter
Guy Champniss, Hugh N. Wilson, Emma K. Macdonald

Making stores matter in a multichannel world
Louise Herring, Tobias Wachinger, Chris Wigley

The Big Data Shift
Marco Vriens and Patricia Kidd

Why Brands Need to Practice ‘Nimbleocity’
Eric Solomon and Gopi Kallayil

Creating a Customer-Centered Organization
A Harvard Business Review Insight Center Report

The CIO’s And CMO’s Blueprint For Strategy In The Age Of The Customer
Kyle McNabb and Josh Bernoff

What is CRM – A Holistic Approach to Customer Relationship Management
Salesforce Canada Blog

Creating a seamless retail customer experience
Michael Kapoor

To Buy or Not to Buy: How Increased TV Watching Impacts E-commerce

Why Smart Data Is The Future Of Loyalty Programmes
Martin Meyer-Gossner

7 Steps to Deliver Better Customer Experiences
Denise Lee Yohn

We have it in us!
Praphul Misra

Digital trends 2015: CX & personalisation still high priorities
David Moth

Disruptors Sell What Customers Want and Let Competitors Sell What They Don’t
Michael Blanding

Indian Retail Snowballing?
Chandan Mohapatra

Here Comes The Omnichain
Carlos Cordon, Pablo Caballero and Teresa Ferreiro

How Industry Leaders Reinvent The Customer Experience With Ideas Like ‘Device-olation’
Robert Reiss

The Global Review of Data-Driven Marketing and Advertising
GlobalDMA, Winterberry Group, Accenture

Where Does Loyalty Lie in the Collaborative Economy?
Rachel Botsman

Five steps to success in the sharing economy
PwC UK Megatrends

When Does the ‘Human Touch’ Matter in Retail?

The dawn of marketing’s new golden age
Jonathan Gordon and Jesko Perrey

Why Your Customer Loyalty Program Isn’t Working
Michael Schrage

Seven steps to better customer experience management

Teams Score with ‘Fan-Tastic’ Engagement
Mila D’Antonio and Judith Aquino

It’s Called ‘Price Coherence,’ and It’s Surprisingly Bad for Consumers
Carmen Nobel

Deploying Customer Service in the Cloud
Ovum | Oracle

CIOs in the Lead: Aligning business and IT in the age of the cloud
Economist Intelligence Unit e-book | NetApp

Online Shopping Is Making Many Customers Antagonistic
Kurt Deneen and Daniela Yu

Leveraging the Loyalty Margin: Rewards Programs That Work
Dylan Bolden, Patrick Hadlock, and Keith Melker

Managing Customer Profits: The Power of Habits
Denish Shah, V. Kumar, and Kihyun Hannah Kim

Revamping Your Business Through Digital Transformation
George Westerman and Didier Bonnet

Creating a seamless customer experience
The Economist Intelligence Unit

The ‘Mutual Respect’ That Results When Consumers and Brands Collide

Big Data and Differential Pricing
The Whitehouse, USA


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