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The Center for Services Leadership
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NPS, Customer Satisfaction, Customer Effort Score. How well can they predict customer retention? Find out what research tells us
By Evert de Haan and Peter Verhoef A large and growing amount of firms rely on Customer Feedback Metrics (CFMs) to monitor the customer base and the performance of the marketing department. Example...
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No time for lengthy ethnographic research? Your #Customers can become your Ethnographers via #mobile. #VOC #smart 
Smartphones make it possible, if you set the right assignments.
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When is it worth to go after your lost #customers and how to make it work? New CSL blog post shares the findings by a research team from Georgia State University.
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Great suggestions about how to turn that data into actionable insights. Data is powerful, but understanding the context is key. 
Enhancing your customer's experience of your website isn't an art, it's a science involving the use of data. Find out how you can take advantage.
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These agile principles can be useful in new service design and implementation. 
IT teams have spent decades adjusting to the rapid evolution of hardware and software. Here’s how to benefit from that experience. A McKinsey & Company article.
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CSL's insight: If you ever wondered about the difference between Customer Journey Mapping and Service Blueprinting, here's a post that explains the differences and similarities between the two. Both are great to have in your toolkit.
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Stop thinking in terms of WHO IS leading CX and start thinking about who SHOULD be leading CX. A chief experience officer (CXO) is the answer.
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Registration is now open! Announcing CTS 2015 in November #CTS_ASU 
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Have you ever bought a car? The experience is usually far from stellar. This auto dealer redesigned the car buying experience by consulting 5 important service trends. 
Millennial customer experience lessons drawn from automotive retail (car dealerships): How consulting 5 key customer service trends can transform this industry - and yours - into something that appeals to customers today, whether millennial or Baby Boomer
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Digital portals help patents stay engaged and connected with their medical providers in between the visits, which becomes more and more important as the financial responsibility for treatment outcomes is shifting to the healthcare providers. The article shares some of their findings around the digital portal use and shatters some common misconceptions.
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People
In their circles
15 people
Have them in circles
14 people
Rothko Innovation Spaces's profile photo
Alicia Holder's profile photo
Terri Pierce's profile photo
Fred Zimny's profile photo
China International Technology Transfer Center (CITTC)'s profile photo
Glass Expansion Pty Ltd's profile photo
Mary Shulzhenko's profile photo
W. P. Carey School of Business's profile photo
servicedesignnetwork's profile photo
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480-965-6201
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480-965-2180
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Research and educational center, thought leader in the science of service
Introduction
The Center for Services Leadership is a groundbreaking research center within the W. P. Carey School of Business at Arizona State University (ASU) that concentrates on expanding service innovation by combining the latest scientific insights from the academic world with the best of business strategy in the real world.

The CSL was created in 1985 as a response to the unique set of challenges that companies faced. While others were focusing on products and manufacturing enterprises, the CSL pioneered the study of services. Today, the Center is a globally recognized authority and thought leader in the science of competing strategically through the profitable use of services.