Customer strategy

This key metric can help you measure customer loyalty.

"There is no excuse. Creativity has to be at the forefront."

A new series of experiments reveals that empathy tends to make marketers more egocentric.

A refresher on customer churn rate.

For one, they're not flexible enough.

AI has the power to gather, analyze, and utilize enormous volumes of individual customer data to achieve precision and scale in personalization. The experiences...

Ranjay Gulati, Harvard Business School professor, on how to deliver what customers really want.

Rene Carayol of Cass Business School explains how First Direct's commitment to customer service saved a life on 9/11.

A guide to making health care more accessible, affordable, and effective.

This post is part of Creating a Customer-Centered Organization. Much of the conversation about customer-centricity focuses on business-to-consumer (B2C)...

How to measure—and deliver—what business customers want

To understand your customers’ expectations, look beyond your industry.

If developed the right way, technology will augment–not replace–human labor.

Offering nothing is better than a small prize.

It can, depending on when and how you implement it.

In the past, design has most often occurred fairly far downstream in the development process and has focused on making new products aesthetically attractive...

Eight ways to save a disintegrating sale

You wouldn't market to Prince Charles and Ozzy Osbourne the same way, right?

Clay Christensen's landmark theory--in under two minutes.

Companies that systematically monitor customer experience can take important steps to improve it—and their bottom line.