Next level customer service

2020 ◽  
Vol 36 (9) ◽  
pp. 23-25
Keyword(s):  
Case Studies ◽  
Customer Service ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Content Type ◽  
Start Up ◽  
Pertinent Information ◽  
Practical Implications

Purpose Reviews the latest management developments across the globe and pinpoints practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Why people buy things is still, despite decades of research and observation, a relatively mysterious phenomenon. Every day hundreds of firms start up and a similar number fail, and all of them have the same hope – that people will spend their money on the things they are providing. And yet those firms that start up, with all of the planning and investment behind them, will still be unsure if that expenditure will happen on their things. Just as those firms that have failed once benefited from that spending before it started to stop. Practical implications Provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Original/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Simply the best … customer service

2020 ◽  
Vol 36 (7) ◽  
pp. 41-42
Keyword(s):  
Case Studies ◽  
Customer Service ◽  
Design Methodology ◽  
Reading Time ◽  
Service Industry ◽  
Cutting Edge ◽  
Content Type ◽  
Customer Delight ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings The customer has not been coming first for decades, but a new pressure to create customer delight is changing the service industry. This review looks at how customer delight can benefit employees as well as customers. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Playing the long game

2018 ◽  
Vol 34 (1) ◽  
pp. 10-12
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Content Type ◽  
Start Up ◽  
Pertinent Information ◽  
Start Ups ◽  
Practical Implications ◽  
Angel Investors

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings The pages of glossy business magazines are filled with long articles, short anecdotes, and visualizations of how Company A fosters creativity by allowing play time for employees, and how Company B has installed slides instead of stairs and offers free pizza. Indeed, it will not be long before one wacky start-up decides to put-up the bar and give all employees the rest of the year off to “ideate and channel their inner creativity”. The business magazines love showcasing these kinds of start-ups as people love to read about them – although there never seems to be many follow-ups in just how many of them saw their fifth year of activity after the cash from angel investors was burned through. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Out with the old

2018 ◽  
Vol 34 (11) ◽  
pp. 11-13
Keyword(s):  
Competitive Advantage ◽  
Case Studies ◽  
Business Model ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Content Type ◽  
Start Up ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Established organizations become stuck sticking to the old ways, the business model that brought the initial success. When these organizations struggle, they need to look to uncertainty, and embrace the mantra of a start-up to help regain a competitive advantage. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Instant marketing? Instant Messenger

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Case Studies ◽  
Customer Service ◽  
Design Methodology ◽  
Reading Time ◽  
Instant Messaging ◽  
Cutting Edge ◽  
Content Type ◽  
Instant Messenger ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Mobile instant messaging is a potential avenue for customer service and marketing departments to explore. Yet there are significant issues with the wholesale adoption of MIM apps. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Putting the ovation in innovation

2017 ◽  
Vol 33 (11) ◽  
pp. 20-22
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Content Type ◽  
Start Up ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the papers in context. Findings Where does innovation come from? Most people’s image of innovation will involve a wild-haired boffin shouting “Eureka!” over sparking electricity, or perhaps a ridiculously young boy feverishly tapping away at a keyboard to create a billion dollar start-up. The reality, of course, is much more varied and rather more prosaic. Innovation is only 1 per cent a good idea, but 99 per cent failed experiments, failed pitches and failed dreams. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Blending global and regional planning in multinationals

2019 ◽  
Vol 35 (3) ◽  
pp. 16-18
Keyword(s):  
Case Studies ◽  
Regional Planning ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Central Planning ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Blending global and regional planning is important for multinationals. Within a central framework, local offices should have input. Different regions will approach this in different ways, but regional planning needs to be in-synch with central planning cycles. Originality/value The briefing saves busy executives, strategists, and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Public convenience, private company

2015 ◽  
Vol 31 (11) ◽  
pp. 8-10
Keyword(s):  
Case Studies ◽  
Market Share ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Private Company ◽  
Content Type ◽  
Pertinent Information ◽  
Established Firms ◽  
Practical Implications

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – The innovator’s dilemma is a relatively new story, although it seems to have been around in decades. The dilemma relates to established firms who cannot decide whether to “stick or twist” in their strategy. If they stay with their current offering, they will gradually lose market share or could quickly be overturned by a fast-paced competitor; if they invest in change, they will lose their profitable existence with no guarantee of success. Practical implications – The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Shared learning in restaurant kitchens

2016 ◽  
Vol 30 (1) ◽  
pp. 32-34
Keyword(s):  
Case Studies ◽  
Driving Force ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Content Type ◽  
Shared Learning ◽  
Cooking Shows ◽  
Pertinent Information ◽  
Practical Implications

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – Cooking is big business right now. Television cooking shows are highly popular and this in turn is generating interest in cooking as a pastime. As a result, many professional chefs are becoming celebrities, endorsing products and publishing books. Less obvious is their role as the leader of a team and the driving force behind the development of apprentice chefs. They set the pace and direction of learning in the kitchen and have an important role as a coach and facilitator. Practical implications – The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Increasing customer loyalty to the firm

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Case Studies ◽  
Customer Loyalty ◽  
Design Methodology ◽  
Reading Time ◽  
Effective Communication ◽  
Cutting Edge ◽  
Loyalty Programs ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Businesses have scope to increase customer loyalty to the firm through the introduction of loyalty programs. Relevance of such programs to target consumers is critical and their overall impact can be enhanced through the use of effective communication. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Digital defenses

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Digital Age ◽  
Cutting Edge ◽  
Entrepreneurial Ventures ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings All organizations need cybersecurity solutions to function in the digital age. For entrepreneurial ventures, what is required varies on their need for privacy, and how digitally adept they already are. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

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