What COVID-19 is revealing about your customers and employees
Don’t let what you’re learning go to waste — capture it for post-crisis strategy and growth.
Three capabilities will help retailers “win the trip” through and beyond the COVID-19 crisis
Whether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption.June 24, 2020 by Matt Egol and Derek TownsendRelated tags: consumer products, consumers, consumer trends, coronavirus, COVID-19, customer experienceEmbracing the impersonal approach to customer service
Businesses should consider the pros and cons of adopting digital customer service systems.June 18, 2020 by Matt PalmquistRelated tags: consumer insights, consumer trends, customer experience, customer service, retail trendsA lesson in creating successful companies that care
The COVID-19 pandemic is highlighting how altruistic businesses adapt, remain flexible, and survive.June 10, 2020 by Isaac Getz and Laurent MarbacherRedefining B2B experience: COVID-19 catalyzes big changes
The pandemic is forcing companies to focus on experiences their clients expect, while mobilizing them to accelerate product and service innovation.Six tips for optimizing your B2B relationships in the time of COVID-19
B2B companies can use the COVID-19 crisis as an opportunity to reevalute what clients and stakeholders need, and accelerate products and services that will better serve them.June 4, 2020Redefining customer experience: Connecting in the time of COVID-19
As the novel coronavirus forces people into a digital-only way of life, it’s important for businesses to infuse virtual experiences with a human touch.April 20, 2020 by Olaf AckerSix tips for making the digital customer experience more human in the time of COVID-19
How do you keep — and deepen — your vital connection to consumers at this most critical time? Here are six practices to guide you.April 20, 2020The long nose of augmented reality
The AR market is predicted to top more than US$1 trillion by 2030. So where’s the killer app that will win over consumers?March 9, 2020 by Linda Rodriguez McRobbieRelated tags: consumer products, consumer trends, customer experience, design, innovation, virtual realityROX3: Boosting returns on leadership, customer, and employee experience
You can transform your company by strengthening the links among all three types of activity.January 27, 2020 by Matt Egol and Sujay SahaRelated tags: customer experience, employee engagement, leadership development, neuroscience, return on experience, ROXHow to build a great experience
A new book by two professors provides a tool kit for designers of customer, user, and employee experiences.November 15, 2019 by Theodore KinniIt’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 DahlhoffCompeting for consumers in driverless cars
Once drivers become passengers, a new “fifth-screen” economy focused on the in-car experience will flourish.June 4, 2019 by Felix KuhnertRelated tags: car design, customer experience, economy, entertainment, innovation, productivity, technologyWhy 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 SahaROX 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, strategyDigital 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 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 PalmquistFive standards for responsible AI use
Business leaders must implement artificial intelligence in a principled way to optimize customer experience and earn people’s trust.December 10, 2018 by Adam Lai and Matt KuperholzRelated tags: algorithms and strategy, analytics, artificial intelligence, big data, brand, ceo, customer experienceHow Artificial Intelligence Can Make Us Better at Being Human
The surprising ways machine learning can pick up when we fail.November 8, 2018 by Linda Rodriguez McRobbieRelated tags: artificial intelligence, customer experience, difficult conversations, ethics, innovation, jobs, valuesWhat the top innovators get right
With careful attention to six key areas, companies can make the most of their R&D investment and outpace the competition.October 30, 2018 by Barry Jaruzelski, Robert Chwalik, and Brad GoehleWho Are the Top Innovators?
Explore 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.October 30, 2018The 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 planning
All articles tagged: customer experience
| Page 1 2 | Next > |
Elsewhere in s+b
Leading a Company That Wants to Change Lives through Sports
by Ulrich Störk, Nadia Kubis, and Art Kleiner
Good Leaders Don’t Disappear
by Jesse Sostrin
Leading a Bionic Transformation
by Miles Everson, John Sviokla, and Kelly Barnes
Videos, Galleries, & More
VideoGMOPlanning for the unpredictable
