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This page brings you many resources for service science and leadership. Here you will find links to our blog, podcasts, webinars, white papers, executive summaries, and research abstracts. Be sure to scroll down for resources.

 

CSL Blog

Blog Homepage

Podcasts

  • Service Excellence: Creating Customer Experiences that Build Relationships. Interview with Dr. Ruth Bolton.
  • Transformative Service Research: A Multidisciplinary Perspective on Service and Well-being
  • Customer Rage Study: Interview With Scott Broetzmann and Mary Murcott

 

 

Webinars

  • Stan Phelps: Purple Goldfish – Little Things Make the Biggest Difference in Creating Customer WOW 
  • A Conversation with Adrian Paull — Thoughts and Insights on Business and Service Leadership 
  • A Conversation with Mary Jo Bitner — Insights from Over 30 Years in Services 
  • From Data to Profitable Service with Thomas Ritter 
  • Crack the Customer Code with Thomas Hollmann, Adam Toporek, Jeannie Walters 
  • Charlie Oliver, Tech 2025 

White Papers

  • Understanding Customer Experience
  • Services Change Lives – White Paper from the Strategic Service Institute September 2019
  • Growing a Services Business: Change Management and Differentation
  • Driving Employee and Customer Engagement Using Company Values
  • 2018 Compete Through Service Symposium
  • Customer Success in the Age of Data
  • Out-Behave the Competition

Executive Summaries

  • National Customer Rage Study

Abstracts

  • Entire Contents of the CSL Research Abstracts Book

Community of Practice

 

Presentations

  • Brand’s Superpowers in your CX fight

  • Small Details that Make Big Differences: A Radical Approach to Consumption Experience as a Firm’s Differentiating Strategy

  • Transformational Relationship Events

  • Improving Service in Cancer Care

  • OFR: Implications, Agenda, and A Call to Action

  • Profiting from Services & Solutions

  • How Relationship Managers Synergize Networks

  • Managing the Customer Portfolio to Improve Service and Financial Performance

  • The Power of Positivity: Fueling Customer Participation to Boost Satisfaction

  • Extreme Makeover: Short- and Long-Term Effects of a Remodeled Servicescape

  • Mastering Service for the Future of Things

  • MAYA

 

Videos

 

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