November 15, 2019
How to build a great experience
A new book by two professors provides a tool kit for designers of customer, user, and employee experiences.
More Consumer & retail
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November 11, 2019Niche work if you can get it
Understanding how specialist companies succeed can help all leaders learn ways to stick to their strategies.
s+b BlogsNovember 7, 2019A new business model for digitally adept companies
Management writer Ram Charan explains the benefits of managing by cash earnings per share.
November 1, 2019Creating an agile mind-set at PepsiCo
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, 2019Using culture to offer more customer-centric healthcare
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 BlogsOctober 23, 2019How subsidiaries can emerge as “centers of excellence”
A case study shows how a small business arm can deliver real value and innovation to a multinational.
October 21, 2019India’s new unicorns
The world’s largest democracy is becoming a seedbed for billion-dollar startups.
October 16, 2019A sustainable approach to the beauty business
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.
September 17, 2019How to stand out in a crowded marketplace
To differentiate your brand, let a customer focus guide your strategy and operations.
September 13, 2019Difficult, uncomfortable, and courageous conversations
At the 2019 meeting of CEO Action, chief executives talk about the challenge of fostering diversity and inclusion in their companies and industries.
s+b BlogsAugust 30, 2019Why cool technology sometimes flops
Certain inventions show us that it doesn’t matter how amazing an innovation is if no one needs it.
August 29, 2019Transforming TV by going back to the future
For virtually its entire existence, the vast global television industry has survived and thrived amid a series of transformations. Here’s how it can surf the next wave.
s+b BlogsAugust 23, 2019Electronic word-of-mouth can make or break a product launch
It’s the sentiment, not the volume, of posts that matters.
August 14, 2019The Greatest Showman on Earth
Robert Wilson’s biography of P.T. Barnum seeks to balance the humbug and hucksterism with business success and good works.
August 14, 2019Forging partnerships to create a tipping point in sustainability
Paul Polman, former chief executive of Unilever, explains why partnerships among government, civil society, and business are urgently needed.
July 23, 2019The dawn of the Chinese blockbuster
Filmmakers with local heroes and digital technologies are disrupting Hollywood’s global advantage.
s+b BlogsJuly 19, 2019It’s time for CMOs to rally a cross-functional approach to customer experience
Businesses have realized the importance of building an outside-in culture. Now chief marketing officers have an opportunity to lead by engaging their C-suite colleagues in the change.
s+b BlogsJuly 15, 2019How to discover your organization’s story
Asking questions about what leaders and colleagues value can unearth authentic narratives.
s+b BlogsJune 6, 2019How fake news can taint a brand’s image
When a company’s ads run next to fabricated articles, its reputation suffers.
s+b BlogsJune 4, 2019Competing for consumers in driverless cars
Once drivers become passengers, a new “fifth-screen” economy focused on the in-car experience will flourish.
s+b BlogsMay 28, 2019So you think you know your customers?
Gathering different sorts of data can yield surprising insights and drive more effective decision making.
May 22, 2019Why Net Promoter Score is past its prime
The metric was useful in simpler times, when companies were beginning to understand the importance of customer experience. But it’s time to replace it.
May 21, 2019Voice technology delivers on banking needs
Financial services is full of customer pain points that could be resolved with the help of voice-assisted devices. For further insight, read “Banking on voice.”
s+b BlogsMay 21, 2019Banking on voice
Voice-assisted devices will revolutionize the financial-services industry by providing customers with on-demand service and by helping banks reduce costs.
May 13, 2019The kidtech is all right
Dylan Collins, CEO of SuperAwesome, describes how his six-year-old company is hitting a growth spurt by leading the charge on digital privacy for children.
May 6, 2019Making connections with the new digital consumer
To thrive in a world of apps, platforms, and privacy concerns, marketers have to become multitaskers.
April 29, 2019Ears wide open
Voice-activated technology and devices are creating new media, entertainment, and marketing businesses built on the age-old power of simply listening.
March 29, 2019ROX: How to get started with the new experience metric
Make sure you understand “return on experience” — the new way of tracking the results of your investments in customer and employee experiences — and how to implement it.
s+b BlogsMarch 27, 2019Designing for economic inclusion
Products that resonate best with consumers at the bottom of the pyramid are those designed with an understanding of their aspirations and needs.
s+b BlogsJanuary 30, 2019ROX is the new ROI: Prioritizing customer experience
Consumers have more power over your company’s success or failure than ever before, and it’s time for a new metric that captures the return on your investment in them.
January 24, 2019E-Sports Is Beating the Competition
As the industry continues to find its footing as a business, competitive video gaming has emerged as the fastest-growing sector in the global sports business.
January 23, 2019Changes to the Fortune at the Bottom of the Pyramid
The gap between the world’s poorest consumers and others is diminishing. For more insight, read “The New Fortune at the Bottom of the Pyramid.”
January 18, 2019Digital-Native Retailers Are Giving Physical Stores a Radical Makeover
Online brands are opening brick-and-mortar shops, using technology and data-driven customer insights to transform the in-store experience.
January 9, 2019Business Cycle
Peloton’s bikes may be stationary. But as CEO John Foley tells us, the company is on the move.
January 2, 2019The new fortune at the bottom of the pyramid
Profound changes are closing the gap between the world’s poorest consumers and others, offering an unprecedented opportunity for businesses to create — and share in — prosperity. For more insight, see “Changes to the Fortune at the Bottom of the Pyramid.”
s+b BlogsDecember 21, 2018The Jolly and Folly of Holiday Decor for Retailers
Christmas displays make shoppers more forgiving of employee mistakes but more judgmental of unfairness.
s+b BlogsDecember 20, 2018Transparency Is Key to Building Trust in Business
CEOs can boost consumer and employee confidence by asking these four questions about how their business operates.
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