12 August 2006
B[log] of the Week: Customer Experience Crossroads
Customer Experience Crossroads: Writes on topics related to service delivery, customer experience, marketing research and managing people to deliver branded customer experiences.
The commentary on customer experience is very much from a management and marketing, not a technology perspective.
The author, Susan Abbott, is a marketing researcher and consultant. Recent topics have included how to tell if you are getting good qualitative research, and various topics related to innovation. This blog typically publishes twice a week, and is available by RSS or as an e-mail feed. There is also a quarterly newsletter which has different content than the blog.
A link on the blog goes to a series of research papers on managing and leading innovation, which Abbott is conducting in conjunction with Schulich Executive Education, part of Toronto’s York University Schulich School of Business.
