Many Starbucks customers are irked by recent changes to its popular rewards program. But they may not have as much to complain about as it seems.
Academic rigour, journalistic flair
Articles on Customers
Displaying 1 - 20 of 21 articles
While ChatGPT has the potential to enhance marketing effectiveness, it can’t replace human creativity or form meaningful connections with customers like humans can.
Research shows a significant number of people still struggle with the digital transformation of government and business. But throwing more technology at the problem is not necessarily the answer.
Mobile money service providers are on the path to find new ways of growing their customer base and keeping them.
Breaking out of the boardroom brings in fresh ideas.
The positive reaction to service workers wearing masks varied by region, with those in the West on the high end and people in the Midwest at the low end.
A new survey found that dealing with emotional customers over issues such as wearing a mask is taking an increasing toll.
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.
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!
Top contributors
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Professor of Marketing and Consumer Behaviour, Queensland University of Technology
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Adjunct Professor, Swinburne University of Technology
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Director, Master of Business Administration (MBA); Co-Director, Better Consumption Lab, Deakin University, Deakin University
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Michael J Crouch Chair in Innovation, UNSW Sydney
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Professor of Strategic Management, Warwick Business School, Warwick Business School, University of Warwick
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Professor, UNSW Sydney
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Clinical Associate Professor, Boston University
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Senior Lecturer in Retail Marketing, University of Tasmania
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Senior Lecturer and CMI Programme Director, University of Huddersfield
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Senior Lecturer, School of Marketing, UNSW Sydney
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Associate Professor in Data Visualization, Swansea University
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Professor of Marketing, MIT Sloan School of Management
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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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Professor of Operations Management, Melbourne Business School
