Friends' influence helps telecom firms retain customers

Retaining customers is a central concern in many industries, including IT markets, where churn rates—the rate at which subscribers to a service discontinue their subscriptions—are high. For example, cell phone companies ...

Does negative political advertising actually work?

While many may dread campaign season because of pervasiveness of negative political advertising, a new study has found that negative political advertising actually works, but perhaps not in the way that many may assume.

As consumers, how do we decide what's 'best' when it's not clear?

Imagine you are choosing between two resorts for your island vacation. The factors driving your decision will be "quality" and "price," but "quality" can be more difficult to define. In the end, this will come to represent ...

It's not you, it's me: How customers break up with sellers

Companies invest billions each year in expensive customer service programs, sales forces, and sophisticated discounting programs such as Groupon to lure and retain customers only to find that churn remains one of their biggest ...

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