More Consumer & retail
Archives by year:
- April 7, 2021Can chief financial officers help companies make the most of their investments in digital advertising?
- s+b BlogsMarch 24, 2021
The cyborg behind the sales counter
Equipping employees with wearable or implantable AI devices may improve efficiency, but firms must weigh ethical concerns and prepare customers for the new experience. - February 25, 2021
Fender hits the right notes
CEO Andy Mooney riffs on the boom in guitar sales during COVID-19 and rethinking business models for the post-pandemic world. - February 16, 2021
Empowerment will be at the heart of the new healthcare experience
COVID-19 has highlighted the importance of keeping patients, families, and caregivers informed and connected, and of valuing them as co-creators in building the future of healthcare delivery. - s+b BlogsFebruary 15, 2021
When molehills are worse than mountains
Small, persistent customer service failures may pose a bigger threat to customer retention than large, isolated incidents. - s+b BlogsFebruary 2, 2021
Setting your company up for success in 2021
After nearly a year of customer experience improvisation, here’s what to focus on moving forward. - s+b BlogsJanuary 25, 2021
The future of sports fandom
COVID-19 has ushered in an era in sports watching that will be more interactive and creative in blending real-life and virtual experiences. - s+b BlogsJanuary 14, 2021
Riding out the wave of disruption
A new mathematical model helps incumbent firms forecast consumer response to novel tech offerings. - December 7, 2020
How to deliver great customer experience at scale
The most effective customer strategies are grounded in active engagement, setting clear expectations and empowering users with options that suit their needs. - s+b BlogsDecember 4, 2020
Make the most of your influencers
New research offers a taxonomy that can help marketers choose the right partners and deploy them effectively. - s+b BlogsDecember 2, 2020
Get ready for the post-cookie world
Google’s decision to phase out third-party cookies will usher in a new digital economy. - November 17, 2020
Five opportunities for CMOs in a pandemic-impacted world
Marketing was already at a defining moment, but COVID-19 has hastened the need for transformation. - November 16, 2020
Three ways consumer packaged goods companies can strengthen pricing and promotions
Revising strategies will help businesses to emerge stronger from COVID-19. - s+b BlogsNovember 10, 2020
Why you should apply design thinking to the employee experience
COVID-19 has forced changes in the way people work — and created a once-in-a-generation opportunity to increase engagement and productivity. - October 27, 2020
Forward to normal
Entertainment and media companies are building business models that are resilient to the enduring changes in consumer behavior ushered in by COVID-19. - October 9, 2020
Consumer companies must take leaps, not steps
As shoppers show how quickly they can adapt to external shocks, retailers will need to radically reconfigure their business models. - September 30, 2020
Six building blocks for revitalized B2B marketing and sales
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 BlogsSeptember 14, 2020
Forget about the “new normal”: Design something different
Five principles of service design, adapted for the COVID-19 era. - August 31, 2020
Delivering on your promises
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. - August 20, 2020
Targeted marketing campaigns are the key to capturing the at-home consumer
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
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
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. - August 3, 2020
Media and telecommunications companies must reinvent customer experience in response to COVID-19
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 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
In an industry driven and sustained by trust, the pandemic has brought both challenges and opportunities for customer and employee experience. - July 10, 2020
Redefining employee experience: How to create a “new normal”
As workplaces, customer behaviors, and economic conditions continue to change in response to COVID-19, companies should focus on three key actions. - 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 BlogsJune 29, 2020
What COVID-19 is revealing about your customers and employees
Don’t let what you’re learning go to waste — capture it for post-crisis strategy and growth. - June 24, 2020
Three capabilities will help retailers “win the trip” through and beyond the COVID-19 crisis
Whether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption. - s+b BlogsJune 19, 2020
Technology for a no-touch world
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 BlogsJune 18, 2020
Embracing the impersonal approach to customer service
Businesses should consider the pros and cons of adopting digital customer service systems. - 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. - June 4, 2020
Redefining B2B customer experience: COVID-19 catalyzes big changes
The pandemic is forcing companies to focus on experiences their clients expect, while mobilizing them to accelerate product and service innovation. - June 1, 2020
For retailers, trust is key to accelerating out of COVID-19
Companies will have to understand consumers in the context of the crisis and optimize experiences to earn their confidence. - s+b BlogsMay 19, 2020
Companies will have to get creative to advance sustainability amid crisis
As COVID-19 plunges the world into recession, consumers will be more sensitive to price. - s+b BlogsMay 7, 2020
How COVID-19 is reversing economies of scale
Technology was already pushing mass markets and production to become more personalized and distributed, and the novel coronavirus is accelerating the shift. - April 20, 2020
Redefining customer experience: Connecting in the time of COVID-19
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.