Customer Experience | American Marketing Association

Forget Delight, Customers Just Want Their Expectations Met

Special treatment can provide momentary satisfaction, but research shows the sustainable and more effective way to make customers happy is to simply avoid disappointing them

When Salespeople Advocate for Sellers and Customers

Press Release from the Journal of Marketing: When Salespeople Advocate for Sellers and Customers

Call for Papers | Journal of International Marketing: Customer Engagement in International Markets

Enhancing Marketing Decision Making With Automated Research

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Press Release From the Journal of Marketing: When Consumers Trust AI Recommendations—or Resist Them

When Consumers Trust AI Recommendations—or Resist Them