All articles tagged: consumers

Small, persistent customer service failures may pose a bigger threat to customer retention than large, isolated incidents.

The role of corporations in society shifted permanently in 2020.

New research offers a taxonomy that can help marketers choose the right partners and deploy them effectively.

Facilitating voting supports customers and employees, both of whom increasingly expect businesses to make the world a better place.

As shoppers show how quickly they can adapt to external shocks, retailers will need to radically reconfigure their business models.

Brand manufacturers and retailers will have to work together in response to long-lasting shifts in consumer behavior produced by COVID-19.

By moving away from disposable packaging, companies can address the global problem of plastic waste.

Whether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption.

Companies will have to understand consumers in the context of the crisis and optimize experiences to earn their confidence.

As COVID-19 plunges the world into recession, consumers will be more sensitive to price.

Defining a company begins by looking at what it produces and sells, not at what enables it to do so.

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.

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.

Understanding how specialist companies succeed can help all leaders learn ways to stick to their strategies.

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.

To differentiate your brand, let a customer focus guide your strategy and operations.

Certain inventions show us that it doesn’t matter how amazing an innovation is if no one needs it.

Ditching the “science fair” mentality toward innovation will help transform ideas into commercial reality.

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.

Gathering different sorts of data can yield surprising insights and drive more effective decision making.

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.

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.”

Voice-assisted devices will revolutionize the financial-services industry by providing customers with on-demand service and by helping banks reduce costs.

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.

Products that resonate best with consumers at the bottom of the pyramid are those designed with an understanding of their aspirations and needs.