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Companies Can't Ignore Shifting Gender Norms
Leadership & Managing People Digital ArticleAn increasing number of customers don't buy into the binary. -
IT in the Age of the Empowered Employee
Communication Digital ArticleIncremental innovation and process improvements have always come from those closest to the problem. It's the basis of kaizen, a system where employees... -
Why the Apple Watch Is a Gift to the Swiss Watch Industry
Competitive strategy Digital ArticleIt’s the new Swatch. -
How Our Hotel Used Data to Make Our Laundry Service Glamorous
Customer service Digital ArticleA source of customer complaints became a source of revenue. -
When the Twitterverse Turns on You
Crisis management Magazine ArticleAn airline’s social media contest backfires. How should the company respond? -
Go Downstream: The New Profit Imperative in Manufacturing
Business models Magazine ArticleNow that providing services is more lucrative than making products, the old foundations for success in manufacturing are crumbling. Smart manufacturers are creating new business models to capture profits at the customer’s end of the value chain. -
Why Your Customers’ Social Identities Matter
Customer experience Magazine ArticleThe way consumers see themselves determines their behavior—and you can influence that. -
How to Build a Digital Brand That Lasts
Marketing Digital ArticleLessons from Fortnite and Nest. -
A Post-Advertising Business Model That is 6X More Valuable
Strategy & Execution Digital ArticleIt's not ads, but affiliates, that drive revenue. -
Do Your Marketing Metrics Show You the Full Picture?
Sales & Marketing Digital ArticleHow to create a road map to ensure you're measuring what matters. -
Look to Consumers to Increase Productivity
Personal productivity Magazine ArticleWhen productivity is a problem in manufacturing, managers turn to the R&D department or operations for help. In services, however, especially ones where there is a lot of contact with the customer, such in-house groups cannot by themselves improve productivity. Because services involve the customer in production, are labor intensive, and are time-bound, consumer behavior […] -
The Wheaties Box and the Why of Celebrity Endorsements
Sales & Marketing Digital ArticleTiming is everything. -
Make Your Best Customers Even Better
Customer experience Magazine ArticleMany companies could persuade big spenders to buy even more. -
Expose Your Company’s Blind Spots
Customer experience Digital ArticleIs your company unintentionally keeping your most senior people from getting the feedback they most need? It can easily happen as an unintended consequence of success. Consider these situations: Senior executives at car companies drive only the newest models: For decades, the top executives at America’s leading automobile manufacturers always drove models fresh from the […] -
Why Customer Gratitude Trumps Loyalty
Marketing Digital ArticleEmotions come first, behavior comes second. -
Delta-Northwest Create the Press Release of the Future
Web-based technologies Digital ArticleDon’t believe everything you read at newglobalairline.com. (I’m certainly not sold, for example, that the proposed merger between Delta and Northwest Airlines benefits tourism.) Nevertheless, study the site. This, friends, is the future of the press release: This is a screen grab of the website Delta and Northwest created in advance of its merger announcement […] -
Members vs. Customers: How the Obama and Clinton Online Campaigns Differ
Customer experience Digital ArticleOn Tuesday, January 8, the giants of the presidential battle knocked heads in the always important New Hampshire primary, and far beneath the froth of issues and image is a fascinating difference between how two of the Democratic presidential candidates compete online: Hillary Clinton treats her supporters as “customers’ and Barack Obama, as “members.” When […] -
Why Your Company Needs a News Room
Public relations Digital ArticleAmerican Airlines’ recent inspection fiasco grounded hundreds of planes, caused thousands of flight cancellations, and will, according to the Dallas Morning News, cost American Airlines tens of millions of dollars. But, in the heat of the event, Amercan’s website was virtually silent about the crisis. What could American have done differently? At the very least, […] -
Breaking the Trade-Off Between Efficiency and Service
Operations strategy Magazine ArticleService businesses struggle with a reality that is foreign to manufacturers: Customers “interfere” with their operations. To deliver consistent quality at sustainable cost, companies must learn to manage that involvement.
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Commercializing Technology: Imaginative Understanding of User Needs
Technology & Operations Case Study8.95View Details The transformation of technology into commercially successful products is a process fraught with risk and uncertainty, and increasing pressure on time... -
Note on Service Mapping
Technology & Operations Case Study8.95View Details Illustrates a simple technique for diagramming operations flows in service companies. Can be used to help structure analysis and discussion of cases involving... -
NTUC Income's Orange Force: Powering Forward to Innovative Paths of Customer Excellence
Sales & Marketing Case Study11.95View Details In October 2011, NTUC Income, Singapore's largest automotive insurer launches the 'Orange Force'. It is a bold US$3.2 million initiative where a team... -
Invent and Wander: The Collected Writings of Jeff Bezos, With an Introduction by Walter Isaacson
28.00View Details In Jeff Bezos's own words, the core principles and philosophy that have guided him in creating, leading, and transforming Amazon and Blue Origin. In this... -
Reed Supermarkets: A New Wave of Competitors
Sales & Marketing Case Study8.95View Details Reed Supermarkets is a high-end supermarket chain with operations in several Midwestern states. Meredith Collins, vice president of marketing, visits... -
Best Buy Co., Inc.: Customer-Centricity
Sales & Marketing Case Study11.95View Details With FY2005 sales of $27.3 billion, Richfield, Minn.-based Best Buy Co., Inc. was the leading retailer of consumer electronics, home-office products,... -
WeWork - Service Excellence through Business Model Innovation: Creating Outstanding Customer Experiences by Leveraging Data, Analytics and Digital Technologies
Sales & Marketing Case Study11.95View Details WeWork has seen a decade of growth with a disruptive new service business model in a rapidly transforming industry: shared office space for start-ups... -
Federal Express: The Money Back Guarantee (E)
Technology & Operations Case Study5.00View Details See (A) case. -
Steinway & Sons
Technology & Operations Case Study11.95View Details Considers whether Steinway should reintroduce a long-discontinued product line to meet competition from the Japanese. Raises the issue of just how quality... -
Marketing Reading: Customer Management
Sales & Marketing Tool40.00View Details This Reading on customer management sheds light on how companies should evaluate and manage their customers in order to grow profitably. Customer management... -
Aldi: The Dark Horse Discounter
Strategy & Execution Case Study11.95View Details In 2013, Aldi-the world's 8th largest retailer-planned to accelerate its US expansion. Aldi was a German-based hard discounter that sold a limited assortment... -
Value Chain and IT Transformation at Desko (A)
Technology & Operations Case Study11.95View Details This case describes the history of Desko, a Canadian manufacturer of wood office furniture, as it faced a crisis that threatened its own existence. The... -
What's the Deal with LivingSocial?
Sales & Marketing Case Study11.95View Details Tim O'Shaughnessy, the 29-year-old CEO of LivingSocial, is growing a revolutionary worldwide business of "daily deals"-in which retailers offer a heavily-discounted... -
Building Brand Community on the Harley-Davidson Posse Ride
Sales & Marketing Case Study11.95View Details The second Harley-Davidson Posse Ride, a grueling 2,300 mile, 10-day trek from South Padre Island, Tex., to the Canadian Border is billed "for serious... -
Harrah's Entertainment, Inc.: Rewarding Our People
Organizational Development Case Study11.95View Details Marilyn Winn, head of human resources at Harrah's Entertainment, must make a recommendation to the company's president and CEO about whether the existing... -
Zappos.com 2009: Clothing, Customer Service, and Company Culture
Sales & Marketing Case Study11.95View Details On July 17, 2009, Zappos.com, a privately-held online retailer of shoes, clothing, and other soft-line retail categories, learned that Amazon.com, a $19... -
HNA Group: Moving China's Air Transport Industry in a New Direction
Leadership & Managing People Case Study11.95View Details HNA Group, the parent company of Hainan Airlines, was positioning itself to go global and make a mark for itself as the largest private airline in China.... -
Analyzing Low Patient Satisfaction at Herzog Memorial Hospital
Leadership & Managing People Case Study11.95View Details In late 2012 Adeline Herzog Memorial Hospital in Castle Rock, Colorado, was facing a problem with patient satisfaction. The Press-Ganey scores for the... -
Social Strategy at Nike
Strategy & Execution Case Study11.95View Details Nike, which first started experimenting with social media and networking in 2004, has been consistently reducing its spending on traditional advertising.... -
Designing Transformational Customer Experiences
Leadership & Managing People Case Study11.95View Details Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are...
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Companies Can't Ignore Shifting Gender Norms
Leadership & Managing People Digital ArticleAn increasing number of customers don't buy into the binary. -
IT in the Age of the Empowered Employee
Communication Digital ArticleIncremental innovation and process improvements have always come from those closest to the problem. It's the basis of kaizen, a system where employees... -
Why the Apple Watch Is a Gift to the Swiss Watch Industry
Competitive strategy Digital ArticleIt’s the new Swatch. -
How Our Hotel Used Data to Make Our Laundry Service Glamorous
Customer service Digital ArticleA source of customer complaints became a source of revenue. -
Commercializing Technology: Imaginative Understanding of User Needs
Technology & Operations Case Study8.95View Details The transformation of technology into commercially successful products is a process fraught with risk and uncertainty, and increasing pressure on time... -
When the Twitterverse Turns on You
Crisis management Magazine ArticleAn airline’s social media contest backfires. How should the company respond? - SPONSOR CONTENT FROM TELUS INTERNATIONAL
Honoring Promises is More Important Than Ever in Today’s Business Climate
Leadership vision Sponsor ContentSponsor content from Telus International. -
Go Downstream: The New Profit Imperative in Manufacturing
Business models Magazine ArticleNow that providing services is more lucrative than making products, the old foundations for success in manufacturing are crumbling. Smart manufacturers are creating new business models to capture profits at the customer’s end of the value chain. -
Why Your Customers’ Social Identities Matter
Customer experience Magazine ArticleThe way consumers see themselves determines their behavior—and you can influence that. -
How to Build a Digital Brand That Lasts
Marketing Digital ArticleLessons from Fortnite and Nest.