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.
It’s time to stop calling every firm that uses technology a tech company
Defining a company begins by looking at what it produces and sells, not at what enables it to do so.March 5, 2020 by Thomas A. Stewart and Patricia O’ConnellExit strategies
Fifty years after its publication, Albert O. Hirschman’s Exit, Voice, and Loyalty still has a lot to tell us about the life of organizations.January 24, 2020 by Daniel AkstThe newest shopping trend isn’t new at all
The 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.December 20, 2019 by Steve BarrNiche work if you can get it
Understanding how specialist companies succeed can help all leaders learn ways to stick to their strategies.November 11, 2019 by Thomas A. Stewart and Patricia O’ConnellUsing 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.October 28, 2019 by Jaime Estupiñán, Alice Zhou, and Jessica GeigerRelated tags: consumer-driven healthcare, consumers, critical few, culture, digital healthcare, healthcare, healthcare trendsHow to stand out in a crowded marketplace
To differentiate your brand, let a customer focus guide your strategy and operations.September 17, 2019 by Isaac KrakovskyWhy cool technology sometimes flops
Certain inventions show us that it doesn’t matter how amazing an innovation is if no one needs it.August 30, 2019 by Kevin ManeyWhy your customers should be central to your innovation efforts
Ditching the “science fair” mentality toward innovation will help transform ideas into commercial reality.August 13, 2019 by Vicki Huff EckertIt’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.July 19, 2019 by Denise DahlhoffSo you think you know your customers?
Gathering different sorts of data can yield surprising insights and drive more effective decision making.May 28, 2019 by Megan HigginsRelated tags: consumer insights, consumers, consumer trends, data, data analytics, retail trends, storesWhy 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, technology
All articles tagged: consumers
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