More Consumer & retail

More Consumer & retail

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s+b Blogs

September 30, 2020
Six building blocks for revitalized B2B marketing and sales

by Matt Egol and Anil Khurana

COVID-19 is forcing companies to leverage digital experiences rather than rely on traditional face-to-face models of engagement, but the change requires ramping up investments and reimagining operating models.
s+b Blogs

September 14, 2020
Forget about the “new normal”: Design something different

by Thomas A. Stewart and Patricia O’Connell

Five principles of service design, adapted for the COVID-19 era.
August 31, 2020
Delivering on your promises

by David Lancefield

In The Ends Game, professors Marco Bertini and Oded Koenigsberg explain how companies can help their customers meet goals by rewriting the rules of commerce.
s+b Blogs

August 20, 2020
Targeted marketing campaigns are the key to capturing the at-home consumer

by Derek Baker and Matt Egol

Brand manufacturers and retailers will have to work together in response to long-lasting shifts in consumer behavior produced by COVID-19.
August 12, 2020
The shifting nexus of retail banking

by Rowan Laurence and Stelios Kavadias

As customer relationships become transaction-based and as more players compete for revenue, legacy institutions will have to double down on experience and trust.
August 7, 2020
Reimagine your entire brand portfolio

by K.B. Clausen and Matt Egol

COVID-19 has prompted so many changes in people’s needs and preferences that consumer packaged goods companies need to take a fresh look at their offerings.
s+b Blogs

August 3, 2020
Media and telecommunications companies must reinvent customer experience in response to COVID-19

by Prateek Sinha and Wilson Chow

Companies that prioritize innovation and care in redesigning customer experiences will be best positioned to stay ahead of shifting consumer preferences.
July 30, 2020
Reuse and refill: The model that will help consumers quit single-use plastics

by Deepali Srivastava

By moving away from disposable packaging, companies can address the global problem of plastic waste.
July 13, 2020
COVID-19 means insurers should pick up the pace on improving experiences

by John Jones and Abhijit Mukhopadhyay

In an industry driven and sustained by trust, the pandemic has brought both challenges and opportunities for customer and employee experience.
July 10, 2020
Three tips for reinventing your employee experience

Applying design thinking principles will enable a quick bottom-up reform, with changes driven by a deep understanding of your people.
s+b Blogs

July 10, 2020
Redefining employee experience: How to create a “new normal”

by Bhushan Sethi and Jean-François Marti

As workplaces, customer behaviors, and economic conditions continue to change in response to COVID-19, companies should focus on three key actions.
s+b Blogs

June 29, 2020
What COVID-19 is revealing about your customers and employees

by Thomas A. Stewart and Patricia O’Connell

Don’t let what you’re learning go to waste — capture it for post-crisis strategy and growth.
s+b Blogs

June 24, 2020
Three capabilities will help retailers “win the trip” through and beyond the COVID-19 crisis

by Matt Egol and Derek Townsend

Whether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption.
s+b Blogs

June 19, 2020
Technology for a no-touch world

by Kevin Maney

COVID-19 has revealed ways in which existing technologies might be applied to help us avoid germs and contain future outbreaks of disease.
s+b Blogs

June 18, 2020
Embracing the impersonal approach to customer service

by Matt Palmquist

Businesses should consider the pros and cons of adopting digital customer service systems.
June 4, 2020
Redefining B2B customer experience: COVID-19 catalyzes big changes

by Tom Adams and Ryan Hart

The pandemic is forcing companies to focus on experiences their clients expect, while mobilizing them to accelerate product and service innovation.
June 4, 2020
Six tips for optimizing your B2B relationships in the time of COVID-19

B2B companies can use the COVID-19 crisis as an opportunity to reevalute what clients and stakeholders need, and accelerate products and services that will better serve them.
s+b Blogs

June 1, 2020
For retailers, trust is key to accelerating out of COVID-19

by Matt Egol and Derek Townsend

Companies will have to understand consumers in the context of the crisis and optimize experiences to earn their confidence.
s+b Blogs

May 19, 2020
Companies will have to get creative to advance sustainability amid crisis

by Denise Dahlhoff

As COVID-19 plunges the world into recession, consumers will be more sensitive to price.
s+b Blogs

May 7, 2020
How COVID-19 is reversing economies of scale

by Kevin Maney

Technology was already pushing mass markets and production to become more personalized and distributed, and the novel coronavirus is accelerating the shift.
s+b Blogs

April 20, 2020
Redefining customer experience: Connecting in the time of COVID-19

by Olaf Acker

As the novel coronavirus forces people into a digital-only way of life, it’s important for businesses to infuse virtual experiences with a human touch.
April 20, 2020
Six tips for making the digital customer experience more human in the time of COVID-19

How do you keep — and deepen — your vital connection to consumers at this most critical time? Here are six practices to guide you.
s+b Blogs

March 9, 2020
The long nose of augmented reality

by Linda Rodriguez McRobbie

The AR market is predicted to top more than US$1 trillion by 2030. So where’s the killer app that will win over consumers?
s+b Blogs

March 5, 2020
It’s time to stop calling every firm that uses technology a tech company

by Thomas A. Stewart and Patricia O’Connell

Defining a company begins by looking at what it produces and sells, not at what enables it to do so.
Inside the Mind of the CEO

February 12, 2020
Seeking the future’s supply chain

by Art Kleiner and Michael Wy Cheng

Li & Fung CEO Spencer Fung has explicitly championed a digital transformation of one of the world’s most influential supply chain solutions platforms.
s+b Blogs

February 12, 2020
The B2B platform revolution

by Vicki Huff Eckert

The right strategy will allow businesses to take advantage of the value that e-commerce platform providers can offer.
January 27, 2020
ROX³: Boosting returns on leadership, customer, and employee experience

by Matt Egol and Sujay Saha

You can transform your company by strengthening the links among all three types of activity.
s+b Blogs

January 23, 2020
The three Ts of handling consumer data

by Matt Palmquist

Customers give personal information to companies that are careful about trust, transparency, and the type of data they request.
Inside the Mind of the CEO

January 15, 2020
Using technology to rewire a food business

by Ana Paula Flores

Roberto Martínez, CEO of PepsiCo Foods Mexico, is capitalizing on digital tools to better understand the needs of new consumers. And he’s not forgetting about the power of empathy.
s+b Blogs

January 6, 2020
Before Murphy Brown and Liz Lemon, there was Emma McChesney

by Daniel Akst

The lasting relevance of a fictional early-20th-century career woman.
s+b Blogs

December 20, 2019
The newest shopping trend isn’t new at all

by Steve Barr

The rental and resale markets are booming for products as diverse as fashion and camping gear — and it's creating an opening for brands to reinvent their business model.
November 15, 2019
How to build a great experience

by Theodore Kinni

A new book by two professors provides a tool kit for designers of customer, user, and employee experiences.
November 11, 2019
Niche work if you can get it

by Thomas A. Stewart and Patricia O’Connell

Understanding how specialist companies succeed can help all leaders learn ways to stick to their strategies.
s+b Blogs

November 7, 2019
A new business model for digitally adept companies

by Art Kleiner

Management writer Ram Charan explains the benefits of managing by cash earnings per share.
Best Business Books

November 5, 2019
Best Business Books 2019: Marketing

by Catharine P. Taylor

Thriving in a complex and expanding ecosystem.
November 1, 2019
Creating an agile mind-set at PepsiCo

by Johannes Evenblij and Janine Waclawski

The company’s Central and South America unit transformed itself after implementing a more nimble approach that stoked innovation and increased employees’ free time.
October 28, 2019
Using culture to offer more customer-centric healthcare

by Jaime Estupiñán, Alice Zhou, and Jessica Geiger

What it means for healthcare companies to serve patients effectively is changing. Here’s how understanding and transforming your culture can help you get there.
s+b Blogs

October 23, 2019
How subsidiaries can emerge as “centers of excellence”

by Matt Palmquist

A case study shows how a small business arm can deliver real value and innovation to a multinational.
October 21, 2019
India’s new unicorns

by Vishnupriya Sengupta and Suvarchala Narayanan

The world’s largest democracy is becoming a seedbed for billion-dollar startups.
Inside the Mind of the CEO

October 16, 2019
A sustainable approach to the beauty business

by Richard Lapper

João Paulo Ferreira, CEO of Natura, Brazil’s largest cosmetics company, uses the secrets of the Amazon to fuel an ambitious, environmentally responsible expansion agenda.

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The s+b crossword

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