Customer experience

One study found that people were willing to pay about 21% more for a product when they were told it was crowdfunded.

A study of 3,500 posts offers insights for digital marketers.

It’s the new Swatch.

A source of customer complaints became a source of revenue.

Focus your analytics on your most valuable customers.

Firms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors,...

A study on how consumers perceive design.

Now that providing services is more lucrative than making products, the old foundations for success in manufacturing are crumbling. Smart manufacturers are creating new business models to capture profits at the customer’s end of the value chain.

For the last decade, the Gallup Organization has surveyed the people of China, as both consumers of goods and employees of the companies that produce those goods. The data provide a unique picture of changing consumer attitudes, market opportunities, and management challenges.

Customer expectations are outpacing technological innovation. Here’s how to close the gap.

It claims Apple's plan to give users more control over their data will harm small businesses. But the facts don't add up.

When productivity is a problem in manufacturing, managers turn to the R&D department or operations for help. In services, however, especially ones where there is a lot of contact with the customer, such in-house groups cannot by themselves improve productivity. Because services involve the customer in production, are labor intensive, and are time-bound, consumer behavior […]

Many companies could persuade big spenders to buy even more.

Is your company unintentionally keeping your most senior people from getting the feedback they most need? It can easily happen as an unintended consequence of success. Consider these situations: Senior executives at car companies drive only the newest models: For decades, the top executives at America’s leading automobile manufacturers always drove models fresh from the […]

Emotions come first, behavior comes second.

Don’t believe everything you read at newglobalairline.com. (I’m certainly not sold, for example, that the proposed merger between Delta and Northwest Airlines benefits tourism.) Nevertheless, study the site. This, friends, is the future of the press release: This is a screen grab of the website Delta and Northwest created in advance of its merger announcement […]

It's the future of business.

On Tuesday, January 8, the giants of the presidential battle knocked heads in the always important New Hampshire primary, and far beneath the froth of issues and image is a fascinating difference between how two of the Democratic presidential candidates compete online: Hillary Clinton treats her supporters as “customers’ and Barack Obama, as “members.” When […]

American Airlines’ recent inspection fiasco grounded hundreds of planes, caused thousands of flight cancellations, and will, according to the Dallas Morning News, cost American Airlines tens of millions of dollars. But, in the heat of the event, Amercan’s website was virtually silent about the crisis. What could American have done differently? At the very least, […]