Customer journey mapping is a concept that builds on touchpoints, and organizes the customer journey through these touchpoints in a three-part approach: preservice, service, and postservice.
Poor decisions are often a result of the way decisions are made. In this article, Hammond, Keeney and Raiffa talk discuss the ways that the human brain can sabotage decisions through a series of psychological traps. They describe the ways that decision makers can ensure their major decisions are sound.
Organizational capital is an intangible asset that allows a business to create value through revenue growth, innovation, operational excellence, and stakeholder relationships. The authors provide a comprehensive model of organizational capital that highlights the key factors that influence organizational capital: leadership, strategy, and organizational design.
Like many business sectors, food and agribusiness firms are increasingly offering product-service systems to meet customer expectations.
Food and agricultural businesses seem to have a classic love-hate relationship with social media. On the one hand, it can be an incredibly powerful tool to engage with customers on a personal basis. On the other hand, it can spread bad news, misperceptions, and negative sentiments that trend within minutes.
Agricultural input manufacturers have widely used incentive programs in an effort to influence dealers’ daily activities. The incentive type and intensity vary a great deal, from cash rebates to bonuses, promotional tools, and relationship programs.