Gaining Customer Experience Insights that Matter

Contextualized in post-purchase consumption in B2B settings, the authors contribute to customer experience management theory and practice in three important ways. First, by offering a novel customer experience conceptual framework that integrates prior customer experience research to better understand, manage, and improve customer experiences - comprised of value cocreation elements (resources, activities, context, interactions and customer role), cognitive responses and discrete emotions at touchpoints across the customer journey. Second, by demonstrating the usefulness of a longitudinal customer experience analytic based on the conceptual framework that combines quantitative and qualitative measures. Third, by providing a step-by-step guide for implementing the text mining approach in practice, thereby showing that customer experience analytics that apply big data techniques to the customer experience can offer significant insights that matter. The authors highlight six key insights practitioners need in order to manage their customers’ journey, through: (1) taking a customer perspective; (2) identifying root causes; (3) uncovering at-risk segments; (4) capturing customers’ emotional and cognitive responses; (5) spotting and preventing decreasing sales; and (6) prioritizing actions to improve customer experience (CX). The article concludes with directions for future research

Different contributions of primary motor cortex, reticular formation, and spinal cord to fractionated muscle activation

Coordinated movement requires patterned activation of muscles. In this study, we examined differences in selective activation of primate upper limb muscles by cortical and subcortical regions. Five macaque monkeys were trained to perform a reach and grasp task, and electromyogram (EMG) was recorded from 10 to 24 muscles while weak single-pulse stimuli were delivered through microelectrodes inserted in the motor cortex (M1), reticular formation (RF), or cervical spinal cord (SC). Stimulus intensity was adjusted to a level just above threshold. Stimulus-evoked effects were assessed from averages of rectified EMG. M1, RF, and SC activated 1.5 ± 0.9, 1.9 ± 0.8, and 2.5 ± 1.6 muscles per site (means ± SD); only M1 and SC differed significantly. In between recording sessions, natural muscle activity in the home cage was recorded using a miniature data logger. A novel analysis assessed how well natural activity could be reconstructed by stimulus-evoked responses. This provided two measures: normalized vector length L, reflecting how closely aligned natural and stimulus-evoked activity were, and normalized residual R, measuring the fraction of natural activity not reachable using stimulus-evoked patterns. Average values for M1, RF, and SC were L = 119.1 ± 9.6, 105.9 ± 6.2, and 109.3 ± 8.4% and R = 50.3 ± 4.9, 56.4 ± 3.5, and 51.5 ± 4.8%, respectively. RF was significantly different from M1 and SC on both measurements. RF is thus able to generate an approximation to the motor output with less activation than required by M1 and SC, but M1 and SC are more precise in reaching the exact activation pattern required. Cortical, brainstem, and spinal centers likely play distinct roles, as they cooperate to generate voluntary movements. NEW & NOTEWORTHY Brainstem reticular formation, primary motor cortex, and cervical spinal cord intermediate zone can all activate primate upper limb muscles. However, brainstem output is more efficient but less precise in producing natural patterns of motor output than motor cortex or spinal cord. We suggest that gross muscle synergies from the reticular formation are sculpted and refined by motor cortex and spinal circuits to reach the finely fractionated output characteristic of dexterous primate upper limb movements

Superconducting-coil--resistor circuit with electric field quadratic in the current

It is shown for the first time that the observed [Phys. Lett. A 162 (1992) 105] potential difference Phi_t between the resistor and the screen surrounding the circuit is caused by polarization of the resistor because of the kinetic energy of the electrons of the superconducting coil. The proportionality of Phi_t to the square of the current and to the length of the superconducting wire is explained. It is pointed out that measuring Phi_t makes it possible to determine the Fermi quasimomentum of the electrons of a metal resistor.Comment: 2 pages, 1 figur

Mere Measurement “Plus”: How Solicitation of Open-Ended Positive Feedback Influences Customer Purchase Behavior

In two studies (a longitudinal field experiment with an established B2C national chain, and a field experiment with a B2B software manufacturer), we demonstrate that starting a survey with an open-ended positive solicitation increases customer purchase behavior. Study 1, a longitudinal field experiment, showed that one-year following the completion of a survey that began by asking customers what went well during their purchase experience, customers spent 8.25% more than customers who completed a survey that did not include the positive solicitation. In Study 2, we utilized multiple treatment groups to assess the step-wise gains of solicitation, measurement, and solicitation frame. The results demonstrated (a) a mere solicitation effect, (b) a traditional mere measurement effect, and (c) an additional “mere measurement plus” effect of an open-ended positive solicitation; all effects increased customer spending. Specifically, starting a survey with an open-ended positive solicitation resulted in a 32.88% increase in customer spending relative to a survey with no open-ended positive solicitation. The findings suggest that firms can proactively influence the feedback process. Soliciting open-ended positive feedback can create positively biased memories of an experience; the subsequent expression of those memories in an open-ended feedback format further reinforces them, making them more salient and accessible in guiding future purchase behavior

Functionally distinct T-helper cell phenotypes predict resistance to different types of parasites in a wild mammal

The adaptive immune system is critical to an effective response to infection in vertebrates, with T-helper (Th) cells pivotal in orchestrating these responses. In natural populations where co-infections are the norm, different Th responses are likely to play an important role in maintaining host health and fitness, a relationship which remains poorly understood in wild animals. In this study, we characterised variation in functionally distinct Th responses in a wild population of Soay sheep by enumerating cells expressing Th-subset specific transcription factors and quantifying Th-associated cytokines. We tested the prediction that raised Th1 and Th2 responses should predict reduced apicomplexan and helminth parasite burdens, respectively. All measures of Th-associated cytokine production increased with age, while Th17- and regulatory Th-associated cytokine production increased more rapidly with age in males than females. Independent of age, sex, and each other, IL-4 and Gata3 negatively predicted gastro-intestinal nematode faecal egg count, while IFN-γ negatively predicted coccidian faecal oocyst count. Our results provide important support from outside the laboratory that Th1 and Th2 responses predict resistance to different kinds of parasites, and illustrate how harnessing specific reagents and tools from laboratory immunology will illuminate our understanding of host-parasite interactions in the wild

Some Remarks on the Question of Charge Densities in Stationary-Current-Carrying Conductors

Recently, some discussions arose as to the definition of charge and the value of the density of charge in stationary-current-carrying conductors. We stress that the problem of charge definition comes from a misunderstanding of the usual definition. We provide some theoretical elements which suggest that positive and negative charge densities are equal in the frame of the positive ions.Comment: 14 pages, TeX, macro newsym.tex include

Dynamic compartmentalization of bacteria: accurate division in E. coli

Positioning of the midcell division plane within the bacterium E. coli is controlled by the min system of proteins: MinC, MinD and MinE. These proteins coherently oscillate from end to end of the bacterium. We present a reaction--diffusion model describing the diffusion of min proteins along the bacterium and their transfer between the cytoplasmic membrane and cytoplasm. Our model spontaneously generates protein oscillations in good agreement with experiments. We explore the oscillation stability, frequency and wavelength as a function of protein concentration and bacterial length.Comment: 4 pages, 4 figures, Latex2e, Revtex

Water soluble aerosols and gases at a UK background site. Part 1: Controls of PM2.5 and PM10 aerosol composition

There is limited availability of long-term, high temporal resolution, chemically speciated aerosol measurements which can provide further insight into the health and environmental impacts of particulate matter. The Monitor for AeRosols and Gases (MARGA, Applikon B.V., NL) allows for the characterisation of the inorganic components of PM10 and PM2.5 (NH4+, NO3-, SO42-, Cl-, Na+, K+, Ca2+, Mg2+) and inorganic reactive gases (NH3, SO2, HCl, HONO and HNO3) at hourly resolution. The following study presents 6.5 years (June 2006 to December 2012) of quasi-continuous observations of PM2.5 and PM10 using the MARGA at the UK EMEP supersite, Auchencorth Moss, SE Scotland. Auchencorth Moss was found to be representative of a remote European site with average total water soluble inorganic mass of PM2.5 of 3.82 μg m−3. Anthropogenically derived secondary inorganic aerosols (sum of NH4+, NO3- and nss-SO42−) were the dominating species (63 %) of PM2.5. In terms of equivalent concentrations, NH4+ provided the single largest contribution to PM2.5 fraction in all seasons. Sea salt was the main component (73 %) of the PMcoarse fraction (PM10-PM2.5), though NO3- was also found to make a relatively large contribution to the measured mass (17 %) providing evidence of considerable processing of sea salt in the coarse mode. There was on occasions evidence of aerosol from combustion events being transported to the site in 2012 as high K+ concentrations (deviating from the known ratio in sea salt) coincided with increases in black carbon at the site. Pollution events in PM10 (defined as concentrations > 12 μg m−3) were on average dominated by NH4+ and NO3-, where smaller loadings at the site tended to be dominated by sea salt. As with other western European sites, the charge balance of the inorganic components resolved were biased towards cations, suggesting the aerosol was basic or more likely that organic acids contributed to the charge balance. This study demonstrates the UK background atmospheric composition is primarily driven by meteorology with sea salt dominating air masses from the Atlantic Ocean and the Arctic, whereas secondary inorganic aerosols tended to dominate air masses from continental Europe

The Millennium Galaxy Catalogue: the space density and surface brightness distribution(s) of galaxies

We recover the joint and individual space density and surface brightness distribution(s) of galaxies from the Millennium Galaxy Catalogue. The MGC is a local survey spanning 30.9 sq deg and probing approximately one--two mag/sq arcsec deeper than either the Two-Degree Field Galaxy Redshift Survey (2dFGRS) or the Sloan Digital Sky Survey (SDSS). The MGC contains 10,095 galaxies to B_mgc < 20 mag with 96 per cent spectroscopic completeness. We implement a joint luminosity-surface brightness step-wise maximum likelihood method to recover the bivariate brightness distribution (BBD) inclusive of most selection effects. Integrating the BBD over surface brightness we recover the following Schechter function parameters: phi* = (0.0177 +/- 0.0015) h^3 Mpc^{-3}, M_{B}* - 5 log h = (-19.60 +/- 0.04) mag and alpha =-1.13 +/- 0.02. Compared to the 2dFGRS (Norberg et al 2002) we find a consistent M* value but a slightly flatter faint-end slope and a higher normalisation, resulting in a final luminosity density j_{b_J} = (1.99 +/- 0.17) x 10^8 h L_{odot} Mpc^{-3}. The MGC surface brightness distribution is a well bounded Gaussian at the M* point with phi* = (3.5 +/- 0.1) x 10^{-2} h^3 Mpc^{-3}, mu^{e*} = (21.90 +/- 0.01) mag/sq arcsec and sigma_{ln R_e} = 0.35 +/- 0.01. The characteristic surface brightness for luminous systems is invariant to M_{B} - 5 log h ~ -19 mag faintwards of which it moves to lower surface brightness. Higher resolution (FWHM 26 mag/sq arcsec in the B-band) observations of the local universe are now essential to probe to lower luminosity and lower surface brightness levels. [abridged]Comment: Accepted for publication in MNRAS, 26 pages with 21 figures (some degraded). A full pdf version, along with MGC data release, is available from the MGC website at, http://www.eso.org/~jliske/mg

Effects of vessel traffic on relative abundance and behaviour of cetaceans : the case of the bottlenose dolphins in the Archipelago de La Maddalena, north-western Mediterranean sea

Acknowledgements This study was part of the Tursiops Project of the Dolphin Research Centre of Caprera, La Maddalena. Financial and logistical support was provided by the Centro Turistico Studentesco (CTS) and by the National Park of the Archipelago de La Maddalena. We thank the Natural Reserve of Bocche di Bonifacio for the support provided during data collection. The authors thank the numerous volunteers of the Caprera Dolphin Research Centre and especially Marco Ferraro, Mirko Ugo, Angela Pira and Maurizio Piras whose assistance during field observation and skills as a boat driver were invaluable.Peer reviewedPostprin