The human backstage of tech businesses

In a recent episode of Intelligence Squared, Martha Lane Fox and Mishal Husain, reminisced about the early days of the Internet and, specifically, Lastminute.com, the pioneer travel and leisure website, launched by Lane Fox and her business partner, in 1998.   The journalist Mishal Husain recalled: “I remember so well that the first two websites … Continue reading The human backstage of tech businesses

Showing customers the care and effort that goes into creating the perfect experience

Last Sunday the teen scored a goal for her ice-hockey team. She celebrated. The team celebrated. The team’s supporters celebrated… But it was all in vain, because the referee did not see the goal, and, so, he disallowed it. It doesn’t matter that the puck went over the line. The referee didn’t see it. It … Continue reading Showing customers the care and effort that goes into creating the perfect experience

Unpacking perceived risk in the purchase of services

I am preparing some notes for a Services Marketing module, and thought that I would share this extract with you. Services are mostly composed of intangible elements, which makes it very difficult for a customer to assess the quality of the service before purchasing it (and, sometimes, even afterwards as in the case of credence … Continue reading Unpacking perceived risk in the purchase of services

Day in the Life of an academic #3: welcoming new students

The sabbatical is well and truly over, and the days of focusing on research are just a distant (but cherished) memory. I am now deep into the new semester, busy welcoming the new students (in my role as programme leader for the MSc Marketing), class preparation for the new semester, and dissertation supervision (for students … Continue reading Day in the Life of an academic #3: welcoming new students