Customer strategy

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

What consumers truly value can be difficult to pin down and psychologically complicated. But universal building blocks of value do exist, creating opportunities...

Being more customer centric starts with being a thoughtful gift giver.

It's about building deeper relationships, not simply gathering more information.

To understand your customers' expectations, look beyond your industry.

Eight ways to save a disintegrating sale

If growth is what you’re after, you won’t learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you.

Takeaways from a survey of more than 800 customer service reps.

Three paths to success

Can you summarize your company's strategy in 35 words or less? Would your colleagues express it the same way? Very few executives can honestly say yes...

“There is no excuse. Creativity has to be at the forefront.”

Like perishable goods in grocery stores, sales models have a sell-by date. As product standards evolve and new entrants emerge, buyers have more choices...

Takeaways from an analysis of the American Customer Satisfaction Index.

Clay Christensen's landmark theory--in under two minutes.

A new series of experiments reveals that empathy tends to make marketers more egocentric.

Use technology, data, and analytics to do it right.

The combination of analytics and human insight can improve the guest experience.

Contrary to conventional wisdom, banking can be both fair and profitable--in fact, fairness can be a source of competitive advantage. The evidence for...

You don't need dozens of strategic goals.

Research identifies three major trends that are shaping behavior among this group, with implications for brands.