NEWSMAKERS

8 / SMITH BUSINESS / spring 2015 / smithbusiness@rhsmith.umd.edu

ILLUSTR

ATION

S BY JEA

NETTE J. N

ELSON

“ Customer service is a very personal thing, not an algorithm.”(Discussing Facebook’s Year in Review slideshows, which caused some users to relive unwelcome reminders about lost loved ones and tragedies.)/ JANET WAGNER, MARKETING PROFESSOR AND DIRECTOR OF SMITH’S CENTER FOR EXCELLENCE IN CUSTOMER SERVICE, “5 LOYALTY LESSONS FROM THE BIGGEST CUSTOMER EXPERIENCE HEADLINES

IN 2014” / BUSINESS 2 COMMUNITY / JAN. 14, 2015

“We must transform ourselves from knowledge

dispensaries into innovation hubs.”

/ ALEX TRIANTIS, SMITH SCHOOL DEAN,

“HOW B-SCHOOLS INSPIRE INNOVATION / INSIDE HIGHER ED /

NOVEMBER-DECEMBER 2014

“When you are spending cash, you see the pain of paying

right there, because you see the money going out.”

/ JOYDEEP SRIVASTAVA, , RALPH J. TYSER

PROFESSOR OF MARKETING AND CONSUMER

PSYCHOLOGY, “WILL APPLE PAY SABOTAGE YOUR

SPENDING BUDGET?” / CNBC / DEC. 2, 2014

“People rarely work for a single company for their entire

careers. In one sense, we are all self-employed.”

/ JEFF KUDISCH, ASSISTANT DEAN AND CLINICAL

PROFESSOR, QUOTED BY ALI VON PARIS ’12 IN

“WHY ENTREPRENEURSHIP AS AN

UNDERGRADUATE PAYS OFF” / USA TODAY /

JAN. 6, 2015

“Since 2008, we’ve had a

zombie mortgage-financing

system, a situation we

should no longer tolerate.”  / CLIFF ROSSI, EXECUTIVE-IN-RESIDENCE

AND PROFESSOR OF THE PRACTICE, “HOW TO

BRING OUR ZOMBIE HOUSING-FINANCE SYSTEM

BACK TO LIFE” / THE HILL / JAN. 18, 2015

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