-
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. -
How to Extend Your Customer Experience Through Social Media
Communication Digital ArticleI'm in Toronto this week on business. Arriving a few days early to play tourist, I tweeted for recommendations for places to eat and things to do. In... -
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 […] -
Service With a Very Big Smile
Sales & Marketing Magazine ArticleNew research confirms that the bigger the employees' smiles, the happier the customers. -
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. -
Solving Facebook's Customer Advocacy Challenge, and Yours
Sales & Marketing Digital ArticleOne of the most enticing possibilities for Facebook is helping businesses identify, cultivate and leverage customer advocates among its billion users.... -
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. […] -
Learning From Craigslist: Who Are Mass Media's True Customers?
Sales & Marketing Digital ArticleThe cover story of the most recent issue of Wired addresses how Craigslist rose to dominate classified listings, in spite of (or perhaps because of) how... -
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. -
Which Customers to Listen to, When
Sales & Marketing Digital ArticleOnly hearing your most profitable, demanding customers leads to disruption. -
What's Your Complaint of the Month?
Innovation & Leadership Digital ArticleIf, as customer service gurus insist, a complaint is a gift, then I'm a remarkably generous customer. (I've documented - complained? - elsewhere of my... -
Why Employees Can Wreck Promotional Offers
Sales & Marketing Magazine ArticleConsumers and businesses alike are flocking to sites like Groupon, the web-based social media service that offers deep discounts if a certain number of... -
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.
-
Findasense (B): A New Path for Scaling Up
Management Case Study5.00View Details Global digital and omnichannel customer experience company headquartered in Spain with revenues of 17.4 million euros. An ever-expanding company for the... -
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... -
IDEO: Human-Centered Service Design
Leadership & Managing People Case Study11.95View Details The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers... -
Lyric Opera of Chicago: Setting the Scene to Grow Ticket Sales
Management Case Study11.95View Details In the summer of 2022, the Lyric Opera of Chicago (Lyric), a major opera company, is facing a deepening challenge. Lyric has seen ticket sales decrease,... -
Design-Driven Innovation: Changing the Rules of Competition by Radically Innovating What Things Mean
38.00View Details Until now, the literature on innovation has focused either on radical innovation pushed by technology or incremental innovation pulled by the market.... -
Coats (B): Cash Flows and Small Lot Dyeing
Strategy & Execution Case Study5.00View Details Following case study UST 1215-050 Coats (A): Responsive Production and Order Fulfillment, Coats (B) examines make-to-stock (MTS) and make-to-order (MTO)... -
Pharmacy Service Improvement at CVS (A)
Technology & Operations Case Study11.95View Details CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement... -
Del Mar Racetrack: Reinventing the Horse Racing Fan Experience
Leadership & Managing People Case Study11.95View Details Thoroughbred horse racing was in decline at the end of the 20th century and beginning of the 21st century. Nearly all metrics, from number of horses and... -
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... -
Alaska Airlines and Flight 261 (A)
Strategy & Execution Case Study11.95View Details Weeks after the crash of Alaska Airlines Flight 261, 64 mechanics claim that they have been "pressured, threatened, and intimidated" into taking shortcuts.... -
Mitchells/Richards
Technology & Operations Case Study11.95View Details Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and high-touch customer service. A family-run... -
Marketing Reading: Framework for Marketing Strategy Formation
Sales & Marketing Tool40.00View Details Core Curriculum Readings in Marketing cover fundamental concepts, theories, and frameworks in marketing. For classroom use in higher education, this Reading... -
Reshaping the Book Industry or Back to Basics? (A) The Case of 'France Loisirs'
Strategy & Execution Case Study11.95View Details The Bertelsmann-owned French book club, France Loisirs, has successfully operated a subscription-based business model delivering a remarkably high profit... -
Busbud: Building a Data Company
Finance & Accounting Case Study11.95View Details This case was written for the EC course "Managing with Data Science." The course provides MBA students with no programming experience an introduction... -
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... -
Beetle Beats: Finding a SOUND Market for ADT
Sales & Marketing Case Study11.95View Details Dr. Richard Hofstetter was wondering what was to become of his acoustic disruption technology (ADT), a technology that used sounds to change behavior... -
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... -
AstraZeneca(China): Leveraging Offline Doctor-Patient Relationships in Online Healthcare Service Platform
Management Case Study11.95View Details The sales of various drug products for AstraZeneca, a multinational pharmaceutical company, have been greatly impacted by the volume-based procurement... -
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... -
TiVo
Finance & Accounting Case Study11.95View Details TiVo's valuation is questioned by stock analyst and the case challenges students to use concepts and applications of customer lifetime value to determine...
-
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. -
How to Extend Your Customer Experience Through Social Media
Communication Digital ArticleI'm in Toronto this week on business. Arriving a few days early to play tourist, I tweeted for recommendations for places to eat and things to do. In... - SPONSORED CONTENT FROM STRATIVITY
Making Customer-Centric Strategies Take Hold
Customer service ResearchPulse Survey Sponsored by Strativity -
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 […] -
Knowledge-Intensive Services
Strategy & Execution Digital ArticleService process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by... -
Service With a Very Big Smile
Sales & Marketing Magazine ArticleNew research confirms that the bigger the employees' smiles, the happier the customers. -
Make Your Best Customers Even Better
Customer experience Magazine ArticleMany companies could persuade big spenders to buy even more. -
Findasense (B): A New Path for Scaling Up
Management Case Study5.00View Details Global digital and omnichannel customer experience company headquartered in Spain with revenues of 17.4 million euros. An ever-expanding company for the...