Voice assistants (aka smart speakers) are becoming increasingly popular. For instance, by the end of 2017, one in six US adults owned a smart speaker (e.g., Alexa or Google Home), a number that is expected to grow by 50% during 2018. This represents an adoption rate much faster than that for smartphones or the Internet. … Continue reading Consumer perceptions of surveillance activity of Alexa vs. Google Home vs. Siri
Customer endorsement in the form of reviews, likes and other forms of support (or criticism) is important for sales. This is true for all organisations. However, the effect of customer endorsement on consumption varies widely, depending on the type of company and the type of product. Research by Kyunghee Lee, Byungtae Lee and Wonseok Oh … Continue reading Customer reviews are a double-edged sword for new, independent service brands
Did you survive #GDPRday, and the associated barrage of e-mails letting you know about updated privacy policies, or asking you to opt-in to mailing lists? Let’s hope this new regulation will be a catalyst for change in organisations’ attitudes towards personal data. However, we can neither lay all the blame on organisations, nor all … Continue reading GPDR is great but not enough. A change in attitudes is urgently needed.
I came across Dr Kristin Laurin’s work on rationalisation when she participated in episode 125 of the You Are Not So Smart podcast. She found that people’s core beliefs change when they feel powerless about the situation that they find themselves in. This occurs via a process of rationalisation – i.e., we try to … Continue reading When consumers feel powerless about a situation, their attitude changes
Text message from the husband: Ah, the joys of the Internet of Things...
The letter from Amazon’s CEO to its shareholders has been doing the rounds on social media, with various comments about what it says (e.g., those six-page narrative documents in lieu of power point presentations), as well as about what it doesn’t say (namely, about the rise in Prime subscription fees). The bit that caught … Continue reading What Amazon knows about customer satisfaction
I came across an interesting paper that explored how the drivers of customer satisfaction changed in the event of a service failure vs. normal service, and how different types of failure influenced what factors were most important in driving customer satisfaction. The paper is entitled “The Impact of Service Operations Failures on Customer Satisfaction: … Continue reading How service failures impact on what matters for customers