Employees first: Strategies for service

The customer is king, an old service mantra says. But today a few industry leaders argue the employee, not the customer, is most important.

Building loyalty through customer experience

While most companies agree on the importance of a loyal customer base, it remains an elusive goal. Many companies that track customer satisfaction quickly become frustrated and sometimes abandon loyalty efforts, according to Dr.

Enjoy the ride: Harley Davidson's user community

User communities, usually associated with technology products, help customers connect with each other and the brand. User communities are not just for computer products, however. An exceptional example of developing and sustaining an active, dynamic user community is Harley-Davidson Motorcycles.

Ushering In China's service revolution

China is no stranger to revolution, so it's hardly surprising that the country's business leaders and academics are talking about an approaching service revolution that will transform the manufacturing behemoth into a leading global services provider.

Stickiness is powerful: Making your message count

Books touting ways to improve business communication skills command acres of shelf space in local bookstores, mostly in the Bargain Bin section. They're literally "a dime a dozen." Then there are the true classics that take pride of place in front of the store, year after year.

Economic impact study: Phoenix scores big with Super Bowl XLII

Arizona brought its "A" game to the Super Bowl — both on the field and off — with a winning coordination of events at Glendale's University of Phoenix Stadium.

What's eating you? 100-calorie mini-pack snacks might be diet disrupters

For those of us who diet – counting our cookies, watching our calories and paying more per mouthful for chow that we perceive as "diet food" – researchers from the W. P. Carey School of Business offer a bitter insight to swallow.

Innovating the customer experience

Success in business is all about creating an exceptional customer experience, and then enhancing it. But how do we innovate the customer experience to make it exceptional?

Ask your doctor if direct-to-consumer health care advertising is right for you

Anyone who watches television in the United States might logically conclude that this is a nation plagued by allergies, depression and arthritis. Ads for medicines to address such conditions make it seem as though ailment sufferers outnumber the healthy.

Take the leap: Overcoming uncertainty with the principles of persuasion

Fears of recession, turbulent markets and an overload of information about the situation have created a sense of uncertainty about the economy going forward, leaving many people unsure how to react.