January 15 - January 21
January 30 @ 2:00 pm - 3:00 pm
February 1 - February 28
February 1 @ 2:00 pm - 2:30 pm
February 6 @ 2:00 pm - 3:00 pm
A Journal of Shopper Research article and quiz
For a “Voice of the Customer” (VOC) program to be useful, retailers must gather and interpret customer feedback data effectively. Retailers can conduct transactional and relational studies more successfully when they understand the psychology of how humans remember experiences (i.e. Peak End Rule, experiencing self versus the remembering self). In this Journal of Shopper Research (JSR) article from Spring 2017, Craig Ryder, Torsten Fritz, and Gustavo Imhof, introduce Six Pillars of Customer Experience Excellence identified by KPMG Nunwood to help compare experiences from brand to brand and across industries.
Upon completion of this course, you should be able to:
Credits: Successful completion of this course will provide current Shop! MaRC holders with 0.5 PDU in Research towards their triennial recertification.