So you think you know your customers?
Gathering different sorts of data can yield surprising insights and drive more effective decision making.
Why 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 22, 2019 by Matt EgolVoice 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.”May 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 21, 2019 by Mohib Yousufani and Julien CourbeROX: 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.March 29, 2019 by Matt Egol, Reid Carpenter, and Sujay SahaDesigning 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.March 27, 2019 by Deepa PrahaladRelated tags: consumers, design, global markets, global perspective, inclusion, innovation, innovatorsROX 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 30, 2019 by John MaxwellRelated tags: consumer insights, consumers, consumer trends, customer experience, networks, retail trends, strategyChanges 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 23, 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 18, 2019 by Flavio Palaci, Ramy Sedra, and Anand RaoRelated tags: consumer insights, consumers, consumer trends, customer experience, data, retailing, retail trendsThe 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.”January 2, 2019 by Deepa PrahaladThe Jolly and Folly of Holiday Decor for Retailers
Christmas displays make shoppers more forgiving of employee mistakes but more judgmental of unfairness.December 21, 2018 by Matt PalmquistBanish These Words from the Business Lexicon
They’re outdated, inaccurate, misleading, or simply eye-roll inducing. For more insight, read “How the Right Business Language Can Catalyze Change.”October 24, 2018Related tags: communication, consumers, corporate leaders, dialogue, effectiveness, engagement, leadershipHow the Right Business Language Can Catalyze Change
Leaders need to use great care when choosing the words that shape companies, industries, and societies. See also “Banish These Words from the Business Lexicon.”October 23, 2018 by Eric J. McNultyRelated tags: communication, consumers, corporate leaders, dialogue, effectiveness, engagement, leadershipThe Power of Price Points
Customer segmentation is not just a revenue tool, but also a way to achieve excellence in execution.October 17, 2018 by Thomas A. Stewart and Patricia O’ConnellRelated tags: airline industry, brand, consumers, customer experience, customer segmentation, customer service, strategic planningArtificial Intelligence, Ratings, and the Small Print
Can crowdsourcing and algorithms improve the customer experience when it comes to data privacy and terms of service?September 17, 2018 by Deborah UngerRelated tags: communication, consumers, data, digital, digital and print, machine learning, sentient computers, technologyBigger Is No Longer Better When It Comes to Consumer Brands
Companies, even tiny upstarts, are using technology to deliver personalized and niche products and services — and take on the mass-market giants.August 29, 2018 by Kevin ManeyRelated tags: 3d printing, consumer insights, consumer packaged goods, consumer products, consumers, consumer trends, technologyForget B2C and B2B — We Need B2I
In the fast-approaching world where tailored products and customer experience are a competitive advantage, the old categories of business will be obsolete.August 22, 2018 by Peter SchwartzRelated tags: consumers, customer experience, digital retail, digital strategy, service design, user-centric designShopping by Voice a Hard Sell for Consumers
People 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?June 25, 2018 by Denise DahlhoffRelated tags: consumer insights, consumers, consumer trends, customer experience, retailing, retail trends, technologyWhen Cookie Monster Goes on a Diet
Consumers’ bonds with brand characters are much like trusted friendships. And when that old pal gets a makeover, certain consumers will be resistant to the change.March 9, 2018 by Matt PalmquistRelated tags: advertising, brand, consumers, marketing, recent research, social responsibility, trustRewards Cards Test the Limits of Customer Loyalty
How I liberated myself from points and why it matters to your company.January 25, 2018 by Eric J. McNultyRelated tags: airline industry, big data, brand, consumers, consumer trends, digital marketing, marketing strategies, retail trendsThe Magic of Predicting Demand from Data
Demand sensing is a key element of a real-time, connected supply chain ecosystem and can kick-start digital transformation.January 15, 2018 by Philipp Berttram, Judith Schneider, and Marc MünchRelated tags: automation, consumer insights, consumers, data analytics, digital retail, strategic planning, supply chainA Guide to This Season’s Consumers
In a complicated retail landscape, it is critical for retailers to understand what shoppers are thinking.December 20, 2017 by Michelle GerdesHow Companies Can Respond to Consumers’ Demands for Better Data Protection
New surveys reveal a lack of confidence in cybersecurity, and how companies can respond.December 19, 2017 by Joe NoceraInnovating the Mundane
Space tourism and self-driving cars are exciting to ponder, but what about just making our current systems work better?October 31, 2017 by Daniel GrossThe Dangerous Necessity of Relying on Bots
Algorithms and AI can help a company achieve massive scale, but they bring with them new risks.October 18, 2017 by Daniel Gross
All articles tagged: consumers
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