When molehills are worse than mountains
Small, persistent customer service failures may pose a bigger threat to customer retention than large, isolated incidents.
GMO
Riding out the wave of disruption
January 14, 2021 by Matt PalmquistA new mathematical model helps incumbent firms forecast consumer response to novel tech offerings.Reimagine your entire brand portfolio
August 7, 2020 by K.B. Clausen and Matt EgolCOVID-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.Related tags: consumer insights, consumer packaged goods, consumer products, coronavirus, COVID-19, experiences matterReuse and refill: The model that will help consumers quit single-use plastics
July 30, 2020 by Deepali SrivastavaBy moving away from disposable packaging, companies can address the global problem of plastic waste.Embracing the impersonal approach to customer service
June 18, 2020 by Matt PalmquistBusinesses should consider the pros and cons of adopting digital customer service systems.Related tags: consumer insights, consumer trends, customer experience, customer service, retail trendsCompanies will have to get creative to advance sustainability amid crisis
May 19, 2020 by Denise DahlhoffAs COVID-19 plunges the world into recession, consumers will be more sensitive to price.Related tags: consumer insights, consumer products, consumers, consumer trends, coronavirus, COVID-19, sustainabilityA deep dive into cause-related marketing
March 19, 2020 by Matt PalmquistCorporate charity campaigns and donations are popular marketing tools. But do they pay off?The three Ts of handling consumer data
January 23, 2020 by Matt PalmquistCustomers give personal information to companies that are careful about trust, transparency, and the type of data they request.Related tags: consumer insights, consumer trends, cybersecurity, data, preventing identity theft, retail trendsThe newest shopping trend isn’t new at all
December 20, 2019 by Steve BarrThe 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.Why cool technology sometimes flops
August 30, 2019 by Kevin ManeyCertain inventions show us that it doesn’t matter how amazing an innovation is if no one needs it.So you think you know your customers?
May 28, 2019 by Megan HigginsGathering different sorts of data can yield surprising insights and drive more effective decision making.Related tags: consumer insights, consumers, consumer trends, data, data analytics, retail trends, storesWhy Net Promoter Score is past its prime
May 22, 2019 by Matt EgolThe metric was useful in simpler times, when companies were beginning to understand the importance of customer experience. But it’s time to replace it.ROX: How to get started with the new experience metric
March 29, 2019 by Matt Egol, Reid Carpenter, and Sujay SahaMake 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.ROX is the new ROI: Prioritizing customer experience
January 30, 2019 by John MaxwellConsumers 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.Related tags: consumer insights, consumers, consumer trends, customer experience, experiences matter, networks, retail trends, strategyChanges to the Fortune at the Bottom of the Pyramid
January 23, 2019The gap between the world’s poorest consumers and others is diminishing. For more insight, read “The New Fortune at the Bottom of the Pyramid.”Digital native retailers are giving physical stores a radical makeover
January 18, 2019 by Flavio Palaci, Ramy Sedra, and Anand RaoOnline brands are opening brick-and-mortar shops, using technology and data-driven customer insights to transform the in-store experience.Related tags: consumer insights, consumers, consumer trends, customer experience, data, experiences matter, retailing, retail trendsThe new fortune at the bottom of the pyramid
January 2, 2019 by Deepa PrahaladProfound 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.”Convenience Is Key in Last-Mile Delivery around the World
November 26, 2018 by Dominik Baumeister, Peter Kauschke, and Andrew TippingGetting consumers their packages when and where they want them in a cost-effective way is a global need, but shipping solutions vary by region.Related tags: consumer insights, consumer packaged goods, delivery, global perspective, retailing, retail trends, transportationWhat the top innovators get right
October 30, 2018 by Barry Jaruzelski, Robert Chwalik, and Brad GoehleWith careful attention to six key areas, companies can make the most of their R&D investment and outpace the competition.Who Are the Top Innovators?
October 30, 2018Explore the companies that made the 2007, 2012, and 2017 high-leverage innovator lists with our interactive tool. For further insight, see What the Top Innovators Get Right.Bigger Is No Longer Better When It Comes to Consumer Brands
August 29, 2018 by Kevin ManeyCompanies, even tiny upstarts, are using technology to deliver personalized and niche products and services — and take on the mass-market giants.Related tags: 3d printing, consumer insights, consumer packaged goods, consumer products, consumers, consumer trends, technologyShopping by Voice a Hard Sell for Consumers
June 25, 2018 by Denise DahlhoffPeople are using virtual assistants such as Siri and Alexa to do a lot of things, but making purchases isn’t really one of them. What will it take to make voice commerce take off?Related tags: consumer insights, consumers, consumer trends, customer experience, retailing, retail trends, technologyOath CEO Tim Armstrong Believes in the Promise of the Mobile Consumer
June 13, 2018 by Christopher Vollmer and Daniel GrossThe company that owns AOL and Yahoo is investing in content, software, and better online user experiences for marketers and consumers.Today’s Retail Needs Both Tech and the Human Touch
May 17, 2018 by Steve Barr and Ellen DavisDigital tools can enhance the customer experience, but won’t replace people.Related tags: analytics, consumer insights, customer experience, digital retail, e-commerce, new technologies, retail trendsClosing the Gap between What Consumers Want and What They Get
April 11, 2018 by Amy EmmertPeople want more human touch in their shopping experiences, but in this increasingly digital, automated world, how can brands deliver?Related tags: brand, consumer insights, consumer trends, customer service, digitization, marketing strategies, recent research
All articles tagged: consumer insights
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