How Customer Service Can Turn Angry Customers into Loyal Ones

An AMS co-authored article, "How Customer Service Can Turn Angry Customers into Loyal Ones", has been published in the Harvard Business Review. The article, written by Wayne Huang (of Twitter), John Mitchell, Carmel Dibner, Andrea Ruttenberg and Audrey Tripp, discusses the value of good customer service using data from the social platform, Twitter. Extracting data from Twitter, they designed an experiment to study customer service interactions between airlines and wireless carriers. Respondents in the survey participated in a common market-research exercise called conjoint analysis to see if their customer service experiences affected how they valued the brands.

To read the full article, and to learn why prompt and personal customer service pays off, you can visit the Harvard Business Review.

To learn more about conjoint analysis you can watch our webinar on demand, "What's it Worth to You? How Conjoint Analysis Reveals Underlying Preferences".