Blog Posts

With increasing frequency, technology is providing elements of customer care that used to be handled by people. The apps on our phones, the internet of things and artificial intelligence (AI) have already revolutionized the way we interact, and that transformation is projected to accelerate.

Companies be warned. People have troubling concerns about emerging technologies that would probably surprise your managers and executives — and these people include employees as well as customers. As a society, the big kitchen-table talk that we need to be having concerns our fears about the ways our role as humans may change in the future.

Customer Success (CS) is a new concept helping companies find ways to retain customers and maximize revenues in a business environment characterized by big data, changing modes of consumption and new business models.  The latest white paper produced by the CSL, along with members of the CSL’s advisory board, reports on a seminar for member companies of the Ce

What does betting on the ponies have to do with marketing?

The Center for Services Leadership is helping develop a customer service curriculum aimed at youth between the ages of 16 and 24 who are not in school and not working. This is the first time that the Center is involved in delivering customer service education to those who will man the front line.

“Attending the ASU Strategic Services Institute was an outstanding way for our team to spend some valuable time immersed among talented individuals and CSL experts. Chaos in today’s service industry driven by changing expectations was reinforced.

Collaborative consumption (CC) has emerged as a new business model that has been very effective in serving Millennials. However, what does it really entail and when will it be successful? In CC, a platform provider acts as a matchmaker, so that a customer can access assets of a peer service provider.

Companies are looking for practical measures that will help them grow through services and customer solutions beyond their traditional product core. In this series, Center for Services Leadership Co-Executive Director Wolfgang Ulaga takes us through a road map for building a B2B service and solution business.

Click Here to Listen to the Audio Podcast with Dr. Mary Jo Bitner

Uber reached a new high-water mark in May with 5 billion trips since its founding in 2010. That 5 billionth trip was actually 156 trips that started simultaneously in 24 countries on six continents. The company has experienced a rate of growth that staggers, and today, passengers can find a ride on their Uber apps in 633 cities all over the world.

Dr. Marianne Jennings

Click Here to Listen to Audio the Podcast with Dr. Marianne Jennings

Companies are looking for practical measures that will help them grow through services and customer solutions beyond their traditional product core. In this series, Center for Services Leadership Co-Executive Director Wolfgang Ulaga takes us through a road map for building a B2B service and solution business.

Click Here to Listen to the Audio Podcast with Dr. Joy Field

Academic research is a deep vein of insights for business. The best research inspires further academic inquiry, and as the new ideas move into the practice of business via the popular press, textbooks, classrooms and executive education, research proves itself a well-spring of innovation.

Janet McColl Kennedy, The University of Queensland, Australia
Suellen Hogan, The University of Queensland, Australia
Lars Witell, Linköping University
Hannah Snyder, The University of Queensland, Australia

Companies are responding to the present highly competitive business environment by looking for ways to differentiate and grow through robust service offerings. Adding them is a complex process, however, fraught with roadblocks and potholes.

We are very excited to share that CSL’s Co-Executive Director Mary Jo Bitner and CSL’s Distinguished Faculty and the former CSL’s Executive Director Stephen Brown were selected for the prestigious Grönroos Award.

We are excited to share the CSL case at the Case Center.

When you as a customer enter a car from a car sharing company and it is dirty and trashed, are you more likely to add your trash or clear it up?