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Why Customer Gratitude Trumps Loyalty
Marketing Digital ArticleEmotions come first, behavior comes second. -
How E-Commerce Will Trump Brand Management
Marketing Magazine ArticleThe Internet promises to give marketing the same boost in productivity that new operational strategies have given to manufacturing. -
What Customers Want from the Collaborative Economy
Innovation Digital ArticleAnd why your company can’t ignore it. -
Where Does the Customer Fit in a Service Operation?
Organizational restructuring Magazine ArticleWhile management skills can improve service systems, a manager is better off if he or she first has a clear understanding of the operating characteristics that set one service system apart from another. This author offers one view of services, which, if followed, results in a “rational approach to the rationalization” of services. His view, […] -
How Sales Reps Can Succeed in the Social Era
Customer service Digital ArticleThe best stay attuned to their customers’ signals in the social graph. -
What High-Tech Managers Need to Know About Brands
IT management Magazine ArticleBrands are not just names slapped on products by the marketing department; they embody the value those products have for your customers. That may be more true for high-tech products than it is for soap. -
Singapore Airlines' Balancing Act
Strategy & Execution Magazine ArticleSingapore Airlines is widely regarded as an exemplar of excellence in an industry whose service standards are tumbling. What's not so well known is that... -
Why Retail Workers (Like Me) Drive Customer Experience
Customer experience Digital Article[This post is part of Creating a Customer-Centered Organization.] Few managers would have hired me into the job, at $11-per-hour with no commission, as a retail sales associate at a suburban mall. I had no retail experience. I was 50 years old and my last job as a staff reporter for the New York Daily […] -
Asia’s Key New Segment: Powerful, Professional Women
International business Digital ArticleCareer-oriented women are increasingly flexing their spending muscle. Here’s how companies can reach these “Golden Misses.” -
3 Ways Big Companies Are Connecting with Younger Consumers
Innovation Digital ArticleExamples from MassMutual, Starwood Hotels, and Marriott. -
Retailing:Â Confronting the Challenges That Face Bricks-and-Mortar Stores
Technology and analytics Magazine ArticleNew technologies can be dazzling. But do they represent the future of retailing? Have the fundamentals really changed? -
Stop Trying to Delight Your Customers
Sales & Marketing Magazine ArticleThe notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study... -
Focus on Your Customer’s Customer
Customer experience Digital ArticleThis post is part of Creating a Customer-Centered Organization. Much of the conversation about customer-centricity focuses on business-to-consumer (B2C) firms. And while these companies were the first to acknowledge the business benefits of delivering a great customer experience, business-to-business (B2B) organizations are increasingly getting in on the game. Companies like Salesforce.com, Philips, and Oracle have […] -
Implementing Innovation: Segment Your Non-Customers
Sales & Marketing Digital ArticleHow an innovative swimwear company turned people into regular swimmers. -
From the Google-Viacom Battles: Who Should Own Your Behavior?
Technology and analytics Digital ArticleOn July 3 a New York Federal Judge ordered Google to hand over their complete record of viewers’ behavior, including user names and internet protocol addresses in service, to Viacom’s $1 billion copyright infringement suit against Google’s YouTube service. It raises the very interesting question, does Google keep too much information on its users, and […] -
Eager Sellers and Stony Buyers: Understanding the Psychology of New-Product Adoption
Organizational culture Magazine ArticleMany innovations fail because consumers irrationally overvalue the old and companies irrationally overvalue the new. -
The Dangers of Linking Pay to Customer Feedback
Sales & Marketing Digital ArticleIf you're serious about creating a customer-driven culture, then you will certainly tie incentive compensation to customer feedback. Right? Wrong. Everyone... -
Using AI to Track How Customers Feel — In Real Time
Technology and analytics Digital ArticleThere’s a lot that quantitative surveys aren’t telling you. -
Unleash Your Organization’s Overlooked Talent
Creativity Digital ArticleLeaders need to rethink who gets to contribute — and how. -
Strategy and the Art of Reinventing Value
Competitive strategy Magazine ArticleIn a postindustrial economy is the value chain obsolete?
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Singapore Airlines: Customer Service Innovation
Sales & Marketing Case Study11.95View Details The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business... -
Federal Express: The Money Back Guarantee (B)
Technology & Operations Case Study5.00View Details See (A) case. -
Buckman Laboratories (A)
Technology & Operations Case Study11.95View Details Explores the implementation of a cutting-edge knowledge management system in a midsize, specialty chemical company. The initiative, begun in the early... -
Xerox Corp.: The Customer Satisfaction Program (A)
Sales & Marketing Case Study11.95View Details A rewritten version of an earlier case, Xerox Corp.: The Customer Satisfaction Program. Does not provide an update and no new content is added. The new... -
Quantum Park Hotels: Can Pipes Break Your Reputation?
Management Case Study11.95View Details The case of Quantum Park Hotels, a global hotel chain, is designed to uncover the challenges in designing a customer service recovery programme. The case... -
The Clayton M. Christensen Reader
Strategy & Execution Book24.95View Details The best of Clayton Christensen's seminal work on disruptive innovation, all in one place. No business can afford to ignore the theory of disruptive innovation.... -
Samsung Electronics: Using Affinity Diagrams and Pareto Charts
Leadership & Managing People Case Study11.95View Details Samsung Electronics had experienced a series of quality-related problems, including the recall of one of its LCD TV models. Unfortunately for quality... -
Dupont (A): Understanding the Customer's Activity Cycle
Sales & Marketing Case Study11.95View Details For Jim Carr, marketing manager, Europe, for DuPont's Carpet Fibre Division, there was no alternative: to maintain its European preeminence, the company... -
Note on Customer Care and Service
Sales & Marketing Case Study8.95View Details This note is about customer care: what it is and how to manage it in a retail operation. Customer care, often referred to as customer service, has become... -
Marketing Reading: Framework for Marketing Strategy Formation
Sales & Marketing Tool40.00View Details Core Curriculum Readings in Marketing cover fundamental concepts, theories, and frameworks in marketing. For classroom use in higher education, this Reading... -
Circles.Life: Business Model Innovation and Digital Entrepreneurship in Telecommunications
Innovation & Entrepreneurship Case Study11.95View Details Circles.Life is the new telco challenger startup in Asia. Securing several rounds of funding from Sequoia Capital, Singapore's EDBI, Silicon Valley's... -
Harvard Business Review on Increasing Customer Loyalty
22.00View Details How do you keep your customers coming back-and get them to bring others? If you need the best practices and ideas for making your customers loyal and... -
The Mitchell Family and Mitchells/Richards
Technology & Operations Case Study11.95View Details Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and "high-touch" customer service. A family-run... -
Chateau Winery (A): Unsupervised Learning
Finance & Accounting Case Study11.95View Details This case follows Bill Booth, marketing manager of a regional wine distributor, as he applies unsupervised learning on data about his customers' purchases... -
MyGate: Balancing a Multi-sided Platform for Gated Communities
Management Case Study11.95View Details MyGate started its journey in 2016 as a gate management system for gated societies but soon evolved into a multi-sided platform offering solutions to... -
Taste of Frankenmuth: A Town in Michigan Thinks About Word-of-Mouth Referral
Technology & Operations Case Study11.95View Details A town, "Michigan's little Bavaria," discusses word-of-mouth referral. Enables students to calculate the value of word-of-mouth and understand how to... -
HBR's 10 Must Reads on Sales (with bonus interview of Andris Zoltners)
Sales & Marketing Book24.95View Details Sales isn't about pushing products or being efficient; it's about building the right systems to manage and empower your salespeople. If you read nothing... -
Starbucks: Delivering Customer Service
Sales & Marketing Case Study11.95View Details Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer... -
Red Lobster
Sales & Marketing Case Study11.95View Details Red Lobster, a 40-year-old chain of seafood restaurants, has just completed some market research revealing an opportunity to shift their target customer...
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Why Customer Gratitude Trumps Loyalty
Marketing Digital ArticleEmotions come first, behavior comes second. -
How E-Commerce Will Trump Brand Management
Marketing Magazine ArticleThe Internet promises to give marketing the same boost in productivity that new operational strategies have given to manufacturing. -
What Customers Want from the Collaborative Economy
Innovation Digital ArticleAnd why your company can’t ignore it. -
Where Does the Customer Fit in a Service Operation?
Organizational restructuring Magazine ArticleWhile management skills can improve service systems, a manager is better off if he or she first has a clear understanding of the operating characteristics that set one service system apart from another. This author offers one view of services, which, if followed, results in a “rational approach to the rationalization” of services. His view, […] -
How Sales Reps Can Succeed in the Social Era
Customer service Digital ArticleThe best stay attuned to their customers’ signals in the social graph. -
What High-Tech Managers Need to Know About Brands
IT management Magazine ArticleBrands are not just names slapped on products by the marketing department; they embody the value those products have for your customers. That may be more true for high-tech products than it is for soap. -
Singapore Airlines' Balancing Act
Strategy & Execution Magazine ArticleSingapore Airlines is widely regarded as an exemplar of excellence in an industry whose service standards are tumbling. What's not so well known is that... -
Why Retail Workers (Like Me) Drive Customer Experience
Customer experience Digital Article[This post is part of Creating a Customer-Centered Organization.] Few managers would have hired me into the job, at $11-per-hour with no commission, as a retail sales associate at a suburban mall. I had no retail experience. I was 50 years old and my last job as a staff reporter for the New York Daily […] -
Asia’s Key New Segment: Powerful, Professional Women
International business Digital ArticleCareer-oriented women are increasingly flexing their spending muscle. Here’s how companies can reach these “Golden Misses.” -
3 Ways Big Companies Are Connecting with Younger Consumers
Innovation Digital ArticleExamples from MassMutual, Starwood Hotels, and Marriott.