Tomas Hult interviewed Ruth Bolton, Professor of Marketing in the Carey School of Business at Arizona State University, and recipient of the 2016 American Marketing Association / Irwin / McGraw-Hill Distinguished Marketing Educator Award.
She recently published the book, “Service Excellence: Creating Customer Experiences that Build Relationships,” and this segment is about the value in the book. Tomas and Ruth discuss what Dr. Bolton means by a service-centered view of the customer experience and that service has a unique ability to create experiences that build profitable relationships with customers.
They also discuss the core takeaways from the “Service Excellence” book.
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