“Customer service is a very personal thing, not an … › files › Images › SmithBusiness ›...
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NEWSMAKERS 8 / SMITH BUSINESS / spring 2015 / [email protected] ILLUSTRATIONS BY JEANETTE J. NELSON “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
Transcript of “Customer service is a very personal thing, not an … › files › Images › SmithBusiness ›...
NEWSMAKERS
8 / SMITH BUSINESS / spring 2015 / [email protected]
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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