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Five Ways to Learn Nothing from Your Customers' Feedback
Sales & Marketing Digital ArticleThe case for eschewing the traditional approach to customer satisfaction measurement. -
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 […] -
The Balanced Scorecard: Measures That Drive Performance
Strategy & Execution Magazine ArticleExecutives know that a company's measurement systems strongly affect employee behaviors. But the traditional financial performance measures that worked... -
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 […] -
Don't Cut Your Marketing Budget in a Recession
Sales & Marketing Digital ArticleResearch shows that when firms reallocate it, they have more success. -
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. -
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. -
Are Your Digital Platforms Wasting Your Customers’ Time?
Customer experience Digital ArticleInstead of just responding to requests, anticipate people’s needs. -
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. […] -
Your Biggest Social Media Fans Might Not Be Your Best Customers
Sales & Marketing Digital ArticleHow analytics can mislead marketers. -
Sustainability's Faustian Dilemma
Strategy & Execution Digital ArticleWe all remember the SunChips Episode of 2010. Frito-Lay introduced bio-degradable packaging for SunChips in March, and was surprised to see sales of the... -
Customer Service in a Crisis
Rene Carayol of Cass Business School explains how First Direct's commitment to customer service saved a life on 9/11. -
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. -
Why Customer Gratitude Trumps Loyalty
Marketing Digital ArticleEmotions come first, behavior comes second. -
Marketers Need to Stop Focusing on Loyalty and Start Thinking About Relevance
Sales & Marketing Digital ArticleThe days of "buying" loyalty with rewards or rebates are over. -
Using Smart Speakers to Engage with Your Customers
Technology & Operations Digital ArticleIt's all about reducing friction.
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Washington Mutual (A): A Very Old Bank Can Grow-A Lot!
Leadership & Managing People Case Study11.95View Details Describes the ways in which Washington Mutual preserved and reinforced its brand through two phases of expansion, the first based on acquisition and the... -
The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
35.00View Details Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient... -
Nalli Silk Sarees (A)
Finance & Accounting Case Study11.95View Details Nalli Silk Sarees Private Limited was a family owned and operated business that retailed Indian ethnic wear. This 83-year old company had enjoyed impressive... -
A Maestro without Borders: How André Rieu Created the Classical Music Market for the Masses
Strategy & Execution Case Study11.95View Details For several decades, the classical music industry has been in decline with demand down, costs up and profits shrinking as many orchestras struggle for... -
ClearChoice Dental Implant Centers
Strategy & Execution Case Study11.95View Details The case illustrates the application of value-based health care to dental medicine. ClearChoice Dental Implant Centers was a rapidly-growing network of... -
Korean Air: The "Nut Rage" Incident
Global Business Case Study11.95View Details In December 2014, after receiving poor service on a flight, a senior vice president at Korean Air lashed out at the flight attendants and delayed the... -
Harrah's Entertainment, Inc.
Sales & Marketing Case Study11.95View Details Describes a situation facing Philip Satre, chairman and CEO of Harrah's Entertainment, Inc. Satre was reading a May 2000 Wall Street Journal story that... -
Allianz Turkey: Focus on the Customer (A)
Strategy & Execution Case Study11.95View Details At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated... -
Tempur Sealy International (C)
Strategy & Execution Case Study5.00View Details Analyzes the commercial relationship between Tempur Sealy and Mattress Firm following the events discussed in the B case. -
Alaska Airlines and Flight 261 (C)
Strategy & Execution Case Study5.00View Details Supplements the (A) case. -
RKO Warner Video, Inc.: Incentive Compensation Plan
Technology & Operations Case Study11.95View Details Details the design and implementation of an incentive bonus plan for video store managers. The problem for top management of the chain is to induce the... -
Clean Sweep, Inc.
Leadership & Managing People Case Study11.95View Details This case describes a vacuum cleaner manufacturer whose program for operational improvement includes the development of performance measures. Management... -
Choosy
Innovation & Entrepreneurship Case Study11.95View Details Founded in 2017, Choosy is a data-driven fashion startup that uses algorithms to identify styles trending on social media. After manufacturing similar... -
Canopy Growth Corp.: Product Messaging for Recreational Cannabis
Sales & Marketing Case Study11.95View Details In April 2016, Canopy Growth Corporation, one of Canada's top producers of medical cannabis, was planning a strategy for its future. The government of... -
The WestJet Christmas Miracle (B)
Sales & Marketing Case Study5.00View Details Supplement case to W14399. -
Casper Sleep Inc.: Marketing the "One Perfect Mattress for Everyone"
Sales & Marketing Case Study11.95View Details "A Warby Parker of mattresses? Somebody is going to do it. Why not us?" This was the topic of a conversation begun in spring 2013 among Gabe Flateman,... -
Transparency and Ethics at Everlane
Sales & Marketing Case Study11.95View Details Innovative US apparel retailer Everlane Inc. (Everlane) employed "radical transparency," disclosing detailed information about the costs it incurred and... -
Custom Research, Inc. (A)
Finance & Accounting Case Study11.95View Details ... -
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... -
waterdrop (R): Changing the Paradigms of the Beverage Industry with Limited Resources and Digital Marketing
Sales & Marketing Case Study11.95View Details INSEAD alumnus Martin Murray is the inventor of waterdrop™, a cube made up of natural aromas, superfood extracts and vitamins that encourages people to...
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Five Ways to Learn Nothing from Your Customers' Feedback
Sales & Marketing Digital ArticleThe case for eschewing the traditional approach to customer satisfaction measurement. -
Washington Mutual (A): A Very Old Bank Can Grow-A Lot!
Leadership & Managing People Case Study11.95View Details Describes the ways in which Washington Mutual preserved and reinforced its brand through two phases of expansion, the first based on acquisition and the... -
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 […] -
The Balanced Scorecard: Measures That Drive Performance
Strategy & Execution Magazine ArticleExecutives know that a company's measurement systems strongly affect employee behaviors. But the traditional financial performance measures that worked... -
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 […] -
Don't Cut Your Marketing Budget in a Recession
Sales & Marketing Digital ArticleResearch shows that when firms reallocate it, they have more success. -
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. -
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.