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Be a Data Custodian, Not a Data Owner
Technology & Operations Digital ArticleYour customers trust you with their data. Don't let them down. -
The Mistake Companies Make When Marketing to Different Cultures
Sales & Marketing Digital ArticleDemographics don't tell you who's buying. -
Don't Let a Single Metric Drive Your Business
Technology & Operations Digital ArticleTo get the full picture, look at a constellation of data. -
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 […] -
In 2009, Match the Urge to Purge with a Zest to Invest
Recessions Digital ArticleIt’s become the mantra of the moment: “A crisis is a terrible thing to waste.” Leaders everywhere are struggling to make sense of the worldwide economic crisis, to learn lessons that will guide them and their companies going forward. My worry is that too many leaders are learning the wrong lessons — they are becoming […] -
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. -
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 […] -
Make Your Best Customers Even Better
Customer experience Magazine ArticleMany companies could persuade big spenders to buy even more. -
Why Customer Gratitude Trumps Loyalty
Marketing Digital ArticleEmotions come first, behavior comes second. -
Microsoft Blew It on the Price of Xbox One
Strategy Digital ArticleThe tech giant chose the wrong moment to sell at a 25% premium over the competition. -
Design Thinking Comes of Age
Customer experience Magazine ArticleThe approach, once used primarily in product design, is now infusing corporate culture. -
To Win the Sale, Win Your Customer’s Heart
Customer experience Digital ArticleYou’re unappreciated in your company, and you’ve begun to doubt your importance there. Huh? How did I know that? I didn’t. But I’m rarely wrong when I make that assumption about people, and especially about potential clients. In fact, that premise is central to my company’s approach to forging an emotional connection with prospective customers. […] -
How E-Commerce Fits into Retail’s Post-Pandemic Future
Technology and analytics Digital ArticleNew data from Ernst & Young suggests it will be an important part of the consumer experience — but not everything. -
The Rise of the Chief Customer Officer
Organizational culture Digital Article[This post is part of Creating a Customer-Centered Organization.] The customer’s voice has a new champion sitting at the highest levels of power in companies. Whether firms call the position Chief Customer Officer (CCO) or some other label, these individuals serve as top executives with the mandate and power to design, orchestrate, and improve customer […] -
Are You Listening to Your Most Important Customers?
Customer experience Digital ArticleThe “silent majority” in the middle can make or break your business. -
How to Create True Customer Advocates
Customer experience Digital ArticleIt’s a lot different from getting them to buy your products and services. -
What Customers Want from the Collaborative Economy
Innovation Digital ArticleAnd why your company can’t ignore it. -
Case Study: When to Drop an Unprofitable Customer
Sales & Marketing Digital ArticleHBR's fictionalized case studies present dilemmas faced by leaders in real companies and offer solutions from experts. This one is based on the HBS Case... -
Companies and the Customers Who Hate Them
Customer experience Magazine ArticleWittingly or not, many companies encourage customers to make bad purchases—with the result that their profits depend on their most dissatisfied customers. Are you making the same mistake? -
How E-Commerce Will Trump Brand Management
Marketing Magazine ArticleThe Internet promises to give marketing the same boost in productivity that new operational strategies have given to manufacturing.
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Chase Sapphire: Creating a Millennial Cult Brand
Sales & Marketing Case Study11.95View Details The launch of the Chase Sapphire Reserve credit card was enthusiastically received by millennial consumers, a cohort that had previously eluded JPMorgan... -
Apollo Hospitals: The Journey of Digital Transformation
Management Case Study11.95View Details This case is about the digital transformation at Apollo Hospitals (Chennai Main) facility. The case enumerates the various digitalization initiatives... -
Sof-Optics, Inc. (A)
Technology & Operations Case Study11.95View Details The marketing director of a fast-growing firm must make some decisions about the customer service department. The volume in the department has been rising... -
Rapid Rewards at Southwest Airlines
Technology & Operations Case Study11.95View Details Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries... -
NOVA VISION: Digital Transformation of Service Retailing Industry
Strategy & Execution Case Study11.95View Details This case traces the digital transformation exploration of NOVA VISION (also called "Baodao Glasses"), as the leading Chinese service-oriented eyewear... -
Lululemon Athletica
Sales & Marketing Case Study11.95View Details The case traces the development of Lululemon Athletica (Lulu) from founder Chip Wilson's first post-yoga euphoria in 1997 through the sale of all his... -
Future Ready: The Four Pathways to Capturing Digital Value
30.00View Details To be a top performer in the digital economy--to become truly future ready--you need a playbook. Now you have one. It seems like almost every company... -
Automobile Dealer Sales and Service: Critical Incidents
Technology & Operations Case Study5.00View Details To be used in conjunction with Ford Motor Co.: Dealer Sales and Service. -
Red Lobster
Sales & Marketing Case Study11.95View Details Red Lobster, a 40-year-old chain of seafood restaurants, has just completed some market research revealing an opportunity to shift their target customer... -
Burlington Northern: The ARES Decision (A)
Finance & Accounting Case Study11.95View Details Burlington Northern's decision whether to invest in ARES, an automated train control system, is a ($350 million) strategic investment in information technology.... -
H-E-B Own Brands
Sales & Marketing Case Study11.95View Details H-E-B is a $9 billion grocery chain located in Southwest Texas. This case focuses on H-E-B's private label strategy, a product category that accounts... -
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... -
Westchester Distributing, Inc. (B)
Finance & Accounting Case Study5.00View Details Describes the actions taken by the owner/president to resolve the dilemma. -
ZEISS Vision Care China: Driving Growth through Services
Management Case Study11.95View Details This case study describes how ZEISS Vision Care China, a subsidiary of the Germany-based ZEISS Group, was transforming itself into a service-oriented... -
Allegiant Airlines: Finding a New Customer Segment
Leadership & Managing People Case Study11.95View Details Founded in 1997, Allegiant Airlines (Allegiant) was one of the most profitable ultra-low-cost airlines in the United States. Allegiant maintained high... -
Enterprise Rent-A-Car
Organizational Development Case Study11.95View Details An industry adage held that "there are two types of rental car companies: those that lose money and Enterprise." The company that would become Enterprise... -
Xerox Corp.: The Customer Satisfaction Program
Sales & Marketing Case Study11.95View Details In August 1990 the president and executive vice president of Xerox are reviewing the progress made on its customer satisfaction program. The emphasis... -
Customer Focus at Neiman Marcus: "We Report to the Client"
Strategy & Execution Case Study11.95View Details Describes the winning formula at Neiman Marcus that has made it the No. 1 luxury retailer in the United States in terms of sales per square foot and profitability.... -
QuikTrip
Technology & Operations Case Study11.95View Details QuikTrip, a large convenience store chain with over 500 stores, was known for its outstanding labor practices and fast, reliable, and friendly customer... -
Lidu Liquor Co. Ltd.: Immersive Experiential Marketing
Sales & Marketing Case Study11.95View Details The general manager of Lidu Liquor Co. Ltd. (Lidu) was considering the next phase of the company's marketing plan. From 2016 to 2018, unit sales had risen...
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Be a Data Custodian, Not a Data Owner
Technology & Operations Digital ArticleYour customers trust you with their data. Don't let them down. -
The Mistake Companies Make When Marketing to Different Cultures
Sales & Marketing Digital ArticleDemographics don't tell you who's buying. -
Don't Let a Single Metric Drive Your Business
Technology & Operations Digital ArticleTo get the full picture, look at a constellation of data. -
Chase Sapphire: Creating a Millennial Cult Brand
Sales & Marketing Case Study11.95View Details The launch of the Chase Sapphire Reserve credit card was enthusiastically received by millennial consumers, a cohort that had previously eluded JPMorgan... -
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 […] -
In 2009, Match the Urge to Purge with a Zest to Invest
Recessions Digital ArticleIt’s become the mantra of the moment: “A crisis is a terrible thing to waste.” Leaders everywhere are struggling to make sense of the worldwide economic crisis, to learn lessons that will guide them and their companies going forward. My worry is that too many leaders are learning the wrong lessons — they are becoming […] -
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. -
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 […] -
Make Your Best Customers Even Better
Customer experience Magazine ArticleMany companies could persuade big spenders to buy even more. -
Apollo Hospitals: The Journey of Digital Transformation
Management Case Study11.95View Details This case is about the digital transformation at Apollo Hospitals (Chennai Main) facility. The case enumerates the various digitalization initiatives...