This has been a productive year on the writing front, with several long running projects finally materialising in publications. Here is an overview of what I have published, since my previous update. Journal articles Ball, K., Canhoto, A. I., Daniel, E., Dibb, S., Meadows, M. & Spiller, K. (2020). Organizational tensions arising from mandatory data exchange between the … Continue reading Recent publications #3
Attracting customers to physical retail, post-Covid19
In the summer, McKinsey posted the findings from a study looking at how US consumer preferences for online vs in store shopping were evolving, as a result of the Covid-19 pandemic. The article was written by Tamara Charm, Becca Coggins, Kelsey Robinson and Jamie Wilkie, and is available here. Unsurprisingly, Charm and colleagues found that online … Continue reading Attracting customers to physical retail, post-Covid19
Three ways the Internet can help gather consumer insight
The Internet is a promising source of consumer insight. Data can be collected in real time; we do not need to interrupt consumers with our pesky phone calls or street surveys; and we may even be able to get access to certain segments of the population not reachable via traditional surveys. Here are three ways … Continue reading Three ways the Internet can help gather consumer insight
September 2020 round-up
September was about the return to routine. We returned to work after the family vacation. The kiddo returned to school after the long summer break, and the teen returned to her student accommodation. We also returned to the gym, after the lockdown. Of course, everything is different this time around. Meetings are taking place online. Face … Continue reading September 2020 round-up
Understanding the Social Media landscape in China
The difference between the social media landscape in China and, say, the UK goes beyond which apps are popular in the different countries. Sure, it is important to know that customers based in China won’t be able to access YouTube and, therefore, provide another way for them to access your “How To” videos. And it … Continue reading Understanding the Social Media landscape in China
Impact of the requirement to wear face coverings for hospitality and retail businesses
Earlier this week, the government announced a new set of measures to contain the rise of Covid-19 cases in England. This included the requirement for face coverings (masks or visors) to be worn in a variety of settings. From the Gov.uk website: Customers in private hire vehicles and taxis must wear face coverings (from 23 September).Customers in … Continue reading Impact of the requirement to wear face coverings for hospitality and retail businesses
Slides from “Coping with chatbot service failure” talk
Here are the slides from my (online) talk at BML Munjal University, earlier this month. This talk draws on my work on identifying how artificial intelligence can destroy business value, and specifically the empirical work developed my doctoral student Daniela Castillo (paper here; discussion here and here). The talk was followed by a Q&A, where participants … Continue reading Slides from “Coping with chatbot service failure” talk
Small service failures, customer dissatisfaction and defection
Big service failures are bad news for business. They make for unhappy customers; they tend to result in complaints; and they may represent additional cost. If the company has really messed up and/or if the customers are very vocal, big failures may even get media’s attention, and lead to public embarrassment. But what about the … Continue reading Small service failures, customer dissatisfaction and defection
“Coping with chatbot service failure” webinar, 15th September, free
I am delivering a guest talk at BML Munjal University (India) on how customers react to failed service interactions with chatbots. Chatbots promise to deliver better customer experience through the collection and use of customer insight, and at a fraction of the cost of staff-based customer service. However, interactions with chatbots often fall below customer … Continue reading “Coping with chatbot service failure” webinar, 15th September, free
August 2020 round-up
August was a month in two halves. The first one was spent at home, in the UK, trying to squeeze in some relaxation in between meetings and other work commitments. The second one was spent in Portugal, trying to squeeze in meetings and other work commitments in between some relaxation. First half The number of … Continue reading August 2020 round-up
Ana Canhoto 