The 7/22 article in the NYTimes, "Windows Upgrade Helps Microsoft to a Record Quarter," got me thinking about enterprise vs. consumer platforms in our world of learning tech. Microsoft is making tons ...

Iyengar, Raghuram, Asim Ansari, and Sunil Gupta. "A Model of Consumer Learning for Service Quality and Usage." Journal of Marketing Research (JMR) 44, no. 4 (November 2007): 529–544.

When shoppers excitedly save up loyalty points or watch for your digital coupon in their inboxes, you know you’re doing something right. But what if your customers aren’t as engaged as you’d like? In ...