-
Design Your Employee Experience as Thoughtfully as You Design Your Customer Experience
Leadership & Managing People Digital ArticleTools HR can borrow from marketing. -
Competing on Customer Journeys
Sales & Marketing Magazine ArticleAs digital technology has enabled shoppers to easily research and buy products online, sellers have been scrambling after them, trying to understand and... -
Can You Say What Your Strategy Is?
Strategy & Execution HBR BestsellerCan you summarize your company's strategy in 35 words or less? Would your colleagues express it the same way? Very few executives can honestly say yes... -
Understanding Customer Experience
Customer experience Magazine ArticleCompanies that systematically monitor customer experience can take important steps to improve it—and their bottom line. -
Should You Let Employees Break the Rules to Make Customers Happy?
Sales & Marketing Digital ArticleEmpowering frontline workers to take small actions, like waiving a fee or allowing a return outside of the window, can boost the loyalty of both customers... -
What Is a Customer Success Manager?
Vendas e Marketing Digital ArticleIt’s the second-most promising sales job for 2019, according to a LinkedIn survey. -
Negotiating with a Customer You Can’t Afford to Lose
Negotiation strategies Magazine ArticleEight ways to save a disintegrating sale -
Research: Consumers Spend Loyalty Points and Cash Differently
Customer strategy Digital ArticleYour loyalty strategy needs to consider four ways people value points. -
How to Make Your Loyalty Program Pay Off
Sales & Marketing Digital ArticleA study of 2 million transactions at one retailer shows how companies often chase the wrong customers. -
How Direct-to-Consumer Brands Can Continue to Grow
Sales & Marketing Magazine ArticleDirect-to-consumer (DTC) brands such as Allbirds, Casper, Peloton, and Warby Parker have creatively found a weakness in the marketing citadel of incumbent... -
Marketing Myopia
Strategy & Execution Magazine ArticleAt some point in its development, every industry can be considered a growth industry, based on the apparent superiority of its product. But in case after... -
How Global Companies Can Create a Consistent Customer Experience
Finance & Accounting Digital ArticleFive principles to help you deliver the same value to all your customers, regardless of their geography. -
Making Your Products Accessible to Underserved Markets
Strategy & Execution Digital ArticleWhy your company needs a "side of the pyramid" strategy. -
Using AI to Adjust Your Marketing and Sales in a Volatile World
Strategy & Execution Digital ArticleFast-acting firms are deploying the technology to predict outcomes at various stages of the customer journey. -
Toward Healthier B2B Relationships
Customer experience Magazine ArticleA new way to reduce customer churn and even expand the connection -
Why "Tell Them Something They Don't Know" Is Bad Advice in B2B Sales
Sales & Marketing Digital ArticleAnd what to try instead. -
The Business Case for Love
Organizational culture Digital ArticleIt’s the most powerful driver of consumer and employee behavior — and yet, businesses don’t study it or have a strategy to harness it. -
How to Get Past Your Customers' Lies
Innovation & Leadership Digital ArticleIt's well established market research fact that customers lie. Business history offers innumerable stories of companies that launch whizz-bang new products... -
The Right Way to Lead Design Thinking
Leadership & Managing People Magazine ArticleThe authors studied almost two dozen major design-thinking projects within large private- and public-sector organizations in five countries and found... -
How to Get Empathetic Marketing Right
Sales & Marketing Digital ArticleThree strategies to help you personalize your messaging, evoke genuine compassion, and forge powerful customer connections.
-
BMG Entertainment
Strategy & Execution Case Study11.95View Details As dramatic changes in technology and customer tastes roil the music industry, the top executives of BMG Entertainment, one of the world's largest record... -
The Louvre
Sales & Marketing Case Study11.95View Details Once a royal residence and today one of the most photographed Parisian landmarks, the Louvre, home of iconic masterpieces, was the world's largest and... -
Hilti (A): Fleet Management?
Leadership & Managing People Case Study11.95View Details This case explores the strategic decision-making process of premium power tools manufacturer Hilti in 1999, when the company was considering implementing... -
Kids & Company: Entering the U.S.
Strategy & Execution Case Study11.95View Details In April 2017, Victoria Sopik and Jennifer Nashmi, CEO and CFO (respectively) of Kids & Company, a Canadian childcare provider that they had co-founded... -
Predicting Purchasing Behavior at PriceMart (A)
Finance & Accounting Case Study11.95View Details This case follows VP of Marketing, Jill Wehunt, and analyst Mark Morse as they tackle a predictive analytics project to increase sales in the Mom & Baby... -
Porcini's Pronto: "Great Italian cuisine without the wait!"
Technology & Operations Case Study8.95View Details Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known... -
HubSpot and Motion AI: Chatbot-Enabled CRM
Sales & Marketing Case Study11.95View Details HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software... -
IKEA Invades America
Sales & Marketing Case Study11.95View Details In 2002, the IKEA Group is the world's top furniture retailer, with 154 stores worldwide. In the United States, IKEA operates 14 stores, all of which... -
On the Bubble: Startup Bootstrapping
Innovation & Entrepreneurship Case Study11.95View Details Bubble was a software company in the low-code/no-code market, making tools that allowed users without traditional programming backgrounds or technical... -
CONQUERING THE WORLD: ONE LOAF AT A TIME
Strategy & Execution Case Study11.95View Details BreadTalk Group, based in Singapore, has grown into a food and beverage powerhouse in the region. Mention BreadTalk and images of delicious, fluffy bread... -
Making Progress at IDEO
Innovation & Entrepreneurship Case Study11.95View Details This case focuses on different types of client relationships at IDEO, the value of these relationships for IDEO and clients, and the implications for... -
From Broadcaster to National Media Network: Tracing Mediacorp's Evolution to a Transmedia Ecosystem
Strategy & Execution Case Study11.95View Details Since early 2021, Mediacorp had started discussions and planning for its Mediacorp 2030 vision. Several new initiatives were proposed to deepen its digital... -
Technical Note: Customer Experience Systems
Organizational Development Case Study8.95View Details Structurally speaking, we are on the cusp of a new competitive era. The old era, in which one independent company wrestled with its horizontal market... -
Raleigh & Rosse: Measures to Motivate Exceptional Service
Leadership & Managing People Case Study8.95View Details In January 2010, U. S. luxury goods retailer Raleigh & Rosse is being sued by its employees for encouraging "off the clock" hours. At the center of the... -
The Context Marketing Revolution: How to Motivate Buyers in the Age of Infinite Media
Sales & Marketing Book32.00View Details In a world of limitless media noise, how can businesses break through to customers? Context. We are in the midst of a massive media revolution. For the... -
Keroche (F): Future Growth Plans
Strategy & Execution Case Study5.00View Details This case describes Keroche co-founder Tabitha Karanja's 2012 decision to invest in additional production capacity. In November 2012, with a loan from... -
What IKEA Do We Want?
Strategy & Execution Case Study11.95View Details In 2018, Swedish furniture maker IKEA was undergoing a significant transformation. Challenged by the rise of online shopping and changing consumer behavior,... -
Innovation at the Boston Consulting Group
Strategy & Execution Case Study11.95View Details This case is about how the Boston Consulting Group has approached innovation from its founding to the present day. It discusses the role of the firm's... -
Continuous Software Development: Agile's Successor
Innovation & Entrepreneurship Case Study8.95View Details In recent years, the twin software development methodologies of continuous delivery and continuous deployment have risen to prominence in the start-up...
-
Design Your Employee Experience as Thoughtfully as You Design Your Customer Experience
Leadership & Managing People Digital ArticleTools HR can borrow from marketing. -
Competing on Customer Journeys
Sales & Marketing Magazine ArticleAs digital technology has enabled shoppers to easily research and buy products online, sellers have been scrambling after them, trying to understand and... - SPONSORED CONTENT FROM NICE
Improve Your Organization’s Customer Service with AI Webinar
Technology and analytics ResearchWebinar Sponsored by NICE -
Can You Say What Your Strategy Is?
Strategy & Execution HBR BestsellerCan you summarize your company's strategy in 35 words or less? Would your colleagues express it the same way? Very few executives can honestly say yes... -
Understanding Customer Experience
Customer experience Magazine ArticleCompanies that systematically monitor customer experience can take important steps to improve it—and their bottom line. -
Should You Let Employees Break the Rules to Make Customers Happy?
Sales & Marketing Digital ArticleEmpowering frontline workers to take small actions, like waiving a fee or allowing a return outside of the window, can boost the loyalty of both customers... -
BMG Entertainment
Strategy & Execution Case Study11.95View Details As dramatic changes in technology and customer tastes roil the music industry, the top executives of BMG Entertainment, one of the world's largest record... -
What Is a Customer Success Manager?
Vendas e Marketing Digital ArticleIt’s the second-most promising sales job for 2019, according to a LinkedIn survey. -
Negotiating with a Customer You Can’t Afford to Lose
Negotiation strategies Magazine ArticleEight ways to save a disintegrating sale