Center for Services Leadership

Charlie Oliver

Customer rage decreased in the past two years, but negative emotions about interactions with firms about problems with products and services continue to simmer, costing companies billions in lost brand loyalty. The 2017 Customer Rage Study showed that a high number of people who had complaints were left feeling frustrated, angry and generally bad about their experience with the company. In this podcast, Professor Mary Jo Bitner, co-executive director of the Center for Services Leadership, explains the numbers during an interview at the center’s Compete Through Service Symposium. The biennial customer rage study was conducted by Customer Care Measurement & Consulting in collaboration with the center.

Interview: Customers to Companies: Just "OK" Service isn't Good Enough

Interview: In the Dedication to Service, Can we Lose our Ethics?

In this podcast, we interview Dr. Joy Field, Associate Professor of Operations Management, Boston College, where she discusses the second edition of her book, Designing Service Processes to Unlock Value. She shares the changes that have occurred since she wrote the first edition in 2012.

CSL Podcast - Joy Field, Boston College

Customer Rage Study: Interview With Scott Broetzmann and Mary Murcott | Center for Services Leadership Blog In this podcast, Scott Broetzmann Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott, President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P Carey Center for Service Leadership.  

Customer Rage Study: Interview With Scott Broetzmann and Mary Murcott

Interview with Peter C. Verhoef, Professor of Marketing University of Groningen and author of Creating Value with Big Data Analytics: Making Smart Marketing Decisions.

Leveraging Big Data Analytics to Create Value

Leaders of product-based companies are under an enormous pressure to stay competitive by shifting revenues from selling goods to delivering services and solutions. Yet few executives realize the extent to which they must change their organizations to succeed in growth through services. In today's podcast, Dr. Mary Jo Bitner, Professor and Executive Director of the Center for Services Leadership at W. P. Carey School of Business and Dr. Steve Brown, Emeritus Professor and Strategic Partner of the INSIGHT Group, talk about their new book Profiting from Services and Solutions: What Product-Centric Firms Need to Know. The book discusses key success factors that can help product-centric companies to succeed in transforming their businesses. The book draws on the authors' years of academic research and consulting work with several Fortune 100 member companies. You can find it on Amazon and Business Express Press website. Visit Center for Services Leadership blog for information about the book and special pricing offer from ISSIP.

Profiting from Services and Solutions

A podcast by Center for Services Leadership featuring innovative minds from business and academia who share their insights on strategic use of service.

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Center for Services Leadership

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