- Equipping employees with wearable or implantable AI devices may improve efficiency, but firms must weigh ethical concerns and prepare customers for the new experience.
When molehills are worse than mountains
February 15, 2021 by Matt PalmquistSmall, persistent customer service failures may pose a bigger threat to customer retention than large, isolated incidents.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.Companies should make it their business to get out the vote
October 20, 2020 by Deepali SrivastavaFacilitating voting supports customers and employees, both of whom increasingly expect businesses to make the world a better place.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.Targeted marketing campaigns are the key to capturing the at-home consumer
August 20, 2020 by Derek Baker and Matt EgolBrand manufacturers and retailers will have to work together in response to long-lasting shifts in consumer behavior produced by COVID-19.Related tags: consumers, consumer trends, coronavirus, COVID-19, experiences matter, manufacturing, retailingReuse 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.Three capabilities will help retailers “win the trip” through and beyond the COVID-19 crisis
June 24, 2020 by Matt Egol and Derek TownsendWhether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption.Related tags: consumer products, consumers, consumer trends, coronavirus, COVID-19, customer experience, experiences matterEmbracing 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 trendsFor retailers, trust is key to accelerating out of COVID-19
June 1, 2020 by Matt Egol and Derek TownsendCompanies will have to understand consumers in the context of the crisis and optimize experiences to earn their confidence.Related tags: consumers, consumer trends, coronavirus, COVID-19, experiences matter, return on experience, ROX, trustCompanies 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, sustainabilityHow COVID-19 is reversing economies of scale
May 7, 2020 by Kevin ManeyTechnology was already pushing mass markets and production to become more personalized and distributed, and the novel coronavirus is accelerating the shift.A 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 long nose of augmented reality
March 9, 2020 by Linda Rodriguez McRobbieThe AR market is predicted to top more than US$1 trillion by 2030. So where’s the killer app that will win over consumers?Related tags: consumer products, consumer trends, customer experience, design, innovation, virtual realityIt’s time to stop calling every firm that uses technology a tech company
March 5, 2020 by Thomas A. Stewart and Patricia O’ConnellDefining a company begins by looking at what it produces and sells, not at what enables it to do so.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.Niche work if you can get it
November 11, 2019 by Thomas A. Stewart and Patricia O’ConnellUnderstanding how specialist companies succeed can help all leaders learn ways to stick to their strategies.A sustainable approach to the beauty business
October 16, 2019 by Richard LapperJoão Paulo Ferreira, CEO of Natura, Brazil’s largest cosmetics company, uses the secrets of the Amazon to fuel an ambitious, environmentally responsible expansion agenda.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 trends
All articles tagged: consumer trends
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