Category: cers-blog
Disinformation is part and parcel of social media’s business model, new research shows
fizkes/Shutterstock Carlos Diaz Ruiz, Hanken School of Economics Deceptive online content is big business. The digital advertising market is now worth €625 billion, and their business model is simple: more clicks, views or engagement means more money from advertisers. Incendiary, shocking content – whether it is true or not – is an easy way to…
From Romans to Robots – Reflections from the Frontiers in Service Conference
Apart from the usual networking, learning, and presenting, attending the 2023 edition of Frontiers in Service conference provided an opportunity to gaze into the future-telling crystal ball of service research. Based on my attendance, I hereby offer a personal interpretation of what may be up next. /*! elementor – v3.11.5 – 14-03-2023 */ .elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image…
Unconventional luxury brand collaborations are everywhere. What is the appeal?
A Louis Vuitton crossover bag bearing the Supreme label. Shutterstock Carlos Diaz Ruiz, Hanken School of Economics and Angela Cruz, Monash University In 2017, Louis Vuitton caused a stir in the luxury industry by partnering with the New York skateboarding brand Supreme. This collaboration became a milestone in the luxury industry, showcasing the potential of…
Customer Success Management
Transcending from a buzzword into a major customer management approach, “Customer Success Management (CSM)” in business-to-business (B2B) markets is receiving a lot of attention from marketing and sales managers, as well as researchers. This increasing importance of CSM is simply shown in the fact that, although less than 5000 people worldwide held the job title…
After all, what is customer experience?
I am sure you have heard of customer experience, aka CX. A quick search on LinkedIn shows a proliferation of open job positions such as customer experience manager, customer journey expert, and customer experience agent. Likewise, CX consultancies, CX certifications, and CX professional courses are everywhere. Managers of top companies always consider CX among their…
The passing of a legend – Professor Evert Gummesson in memoriam
In Memoriam – Professor Evert Gummesson
Christmas traditions
My late grandmother used to tell us children about how her own mother was Father Christmas and how they got toys as gifts. After two weeks those toys disappeared just to come back next Christmas again. These memories were dear to my grandmother without her mentioning anything about scarcity or such. Even today, rather than…