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Ask Your Customers for Predictions, Not Preferences
Sales & Marketing Digital ArticleA gamified approach to market research. -
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 […] -
What Customers Want from the Collaborative Economy
Innovation Digital ArticleAnd why your company can’t ignore it. -
Why Your Company Needs a News Room
Public relations Digital ArticleAmerican Airlines’ recent inspection fiasco grounded hundreds of planes, caused thousands of flight cancellations, and will, according to the Dallas Morning News, cost American Airlines tens of millions of dollars. But, in the heat of the event, Amercan’s website was virtually silent about the crisis. What could American have done differently? At the very least, […] -
Three Long-Held Concepts Every Marketer Should Rethink
Sales & Marketing Digital ArticleBrand, loyalty, and positioning aren't what they used to be. -
Lessons in the Service Sector
Technology & Operations Magazine ArticleThe Hartford Steam Boiler Inspection and Insurance Co. (HSB) dominates the market segment in which it operates. Its success comes largely from the company's... -
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 […] -
Should You Bribe Your Colleagues to Innovate With You?
Innovation Digital ArticleAt the Chemical Heritage Foundation’s recent seminar on advanced materials innovation, a half-dozen R&D leaders collectively commanding billions in spend couldn’t have been more excited about the market potential for their new materials. The growing desire for greater energy efficiency, sustainability, recyclability and “smarts” has dramatically elevated global opportunities for novel material design. But getting […] -
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. -
Promise-Based Management: The Essence of Execution
Business communication Magazine ArticleBy examining the commitments people make to colleagues and customers, executives can figure out why work stalls and how to get it moving again. -
Why Can't American Airlines Make Travel Fun?
Sales & Marketing Digital ArticleI'm sitting on American Airlines 1387 from Boston to Dallas, and by the time I land, I will be close to accumulating five million miles on this particular... -
Revolutionizing Customer Service
Sales & Marketing Magazine ArticleMany companies want to raise their level of customer service--but how? The typical response is to rewrite frontline employees' scripts and conduct pilot... -
The Mistake Companies Make When Marketing to Different Cultures
Sales & Marketing Digital ArticleDemographics don't tell you who's buying. -
How to Fly Over Recessionary Obstacles
Recessions Digital ArticleWin, my mountain biking partner, and I looked down the ten-foot drop. “Should be fun,” he said as we backed away from the edge and climbed up the hill to get some runway. I wasn’t so sure. He climbed on his bike, pedaled to get a little speed, and took the plunge, effortlessly gliding over […] -
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 […] -
Mastering the Intermediaries
Competitive strategy Magazine ArticleStrategies for dealing with the likes of Google, Amazon, and Kayak -
Make Your Best Customers Even Better
Customer experience Magazine ArticleMany companies could persuade big spenders to buy even more. -
How Sales Reps Can Succeed in the Social Era
Customer service Digital ArticleThe best stay attuned to their customers’ signals in the social graph. -
The Growing Business of Helping Customers Slow Down
Strategy & Execution Digital ArticleTake a deep breath. Relax. Then...shop? -
B2B Sales Culture Must Change to Make the Most of Digital Tools
Customer experience Digital ArticleYou can’t deliver a modern customer experience with a dated approach.
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Haidilao: Creating and Sustaining an Emotional Culture for High Performance
Leadership & Managing People Case Study11.95View Details The case charts the success of Chinese hot pot restaurant chain, Haidilao, from humble beginnings to international expansion, with a focus on how an emotion-based... -
Steinway & Sons
Technology & Operations Case Study11.95View Details Considers whether Steinway should reintroduce a long-discontinued product line to meet competition from the Japanese. Raises the issue of just how quality... -
Global Transaction Banking
Finance & Accounting Case Study8.95View Details Banks have realized that they have to solve the liquidity problems of SMEs which can lead to bankruptcy under normal circumstances. They have developed... -
PopChef: Creating a Tasty Foodtech Business
Strategy & Execution Case Study11.95View Details PopChef is a start-up foodtech business in the lunchtime food delivery market in Paris. The case centres on the period from launch in 2015 to 2017. PopChef... -
HNA Group: Moving China's Air Transport Industry in a New Direction
Leadership & Managing People Case Study11.95View Details HNA Group, the parent company of Hainan Airlines, was positioning itself to go global and make a mark for itself as the largest private airline in China.... -
Groupon
Sales & Marketing Case Study11.95View Details This case is set in early 2011, after a period of incredible customer and revenue growth for Groupon. Reviewing Groupon's rise, the case explores whether... -
Kinko's
Sales & Marketing Case Study11.95View Details Over the decades, Kinko's had forged a deep emotional bond with consumers by easing their anxiety and helping them solve pressing document processing... -
Laura Ashley and Federal Express Strategic Alliance
Technology & Operations Case Study11.95View Details In an effort to improve its global distribution system and thus enhance customer service in its shops around the world, Laura Ashley entered into a path-breaking... -
AXA Way: The Pursuit of Excellence Through Quality of Service
Global Business Case Study11.95View Details By 2005, AXA had become one of the world's largest and most successful insurance companies, but Claude Brunet, Member of the Management Board, in charge... -
Terror at the Taj Bombay: Customer-Centric Leadership (Multimedia Case)
Sales & Marketing Tool25.00View Details On November 26, 2008, heavily armed terrorists launched a series of attacks throughout the western-Indian city of Mumbai (formerly Bombay). One of the... -
AstraZeneca (China): Promoting Social Innovation with Holistic Disease Management Solutions Throughout the Patient Journey
Management Case Study11.95View Details He increased the sales of products such as Pulmicort RespulesTM after their patents expired, generating significant social benefits by making medical... -
Quantum Corp.: eSupplyChain Group
Technology & Operations Case Study11.95View Details The eSupplyChain group has been recently formed with Quantum Corp.'s Hard Disk Drive Group to evaluate Internet/IT-based approaches to improving supply... -
United Airlines and Captain Denny Flanagan
Sales & Marketing Case Study11.95View Details This case follows a day in the life of Captain Denny Flanagan. A United Airlines pilot for nearly a quarter of a century and a former naval aviator, Flanagan... -
Agile Transformation of Raiffeisenbank: Culture First
Leadership & Managing People Case Study11.95View Details This case chronicles a successful digital transformation in Russia, where JSC Raiffeisenbank, the Russian branch of the Austrian parent company, reinvented... -
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... -
Better, Simpler Strategy: A Value-Based Guide to Exceptional Performance
Strategy & Execution Book30.00View Details Get to better, more effective strategy. In nearly every business segment and corner of the world economy, the most successful companies dramatically outperform... -
Social Strategy at Nike
Strategy & Execution Case Study11.95View Details Nike, which first started experimenting with social media and networking in 2004, has been consistently reducing its spending on traditional advertising.... -
Lemonade: Delighting Insurance Customers with AI and Behavioural Economics - A Disruptive InsurTech Business Model for Outstanding Customer Experience and Cost-Effective Service Excellence
Sales & Marketing Case Study11.95View Details This case explores InsurTech start-up Lemonade's disruptive new business model aimed at creating and delivering a 'shockingly great user experience' around... -
Federal Express: The Money Back Guarantee (B)
Technology & Operations Case Study5.00View Details See (A) case. -
Circles.Life: Business Model Innovation and Digital Entrepreneurship in Telecommunications
Innovation & Entrepreneurship Case Study11.95View Details Circles.Life is the new telco challenger startup in Asia. Securing several rounds of funding from Sequoia Capital, Singapore's EDBI, Silicon Valley's...
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Ask Your Customers for Predictions, Not Preferences
Sales & Marketing Digital ArticleA gamified approach to market research. -
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 […] -
What Customers Want from the Collaborative Economy
Innovation Digital ArticleAnd why your company can’t ignore it. -
Why Your Company Needs a News Room
Public relations Digital ArticleAmerican Airlines’ recent inspection fiasco grounded hundreds of planes, caused thousands of flight cancellations, and will, according to the Dallas Morning News, cost American Airlines tens of millions of dollars. But, in the heat of the event, Amercan’s website was virtually silent about the crisis. What could American have done differently? At the very least, […] -
Three Long-Held Concepts Every Marketer Should Rethink
Sales & Marketing Digital ArticleBrand, loyalty, and positioning aren't what they used to be. -
Lessons in the Service Sector
Technology & Operations Magazine ArticleThe Hartford Steam Boiler Inspection and Insurance Co. (HSB) dominates the market segment in which it operates. Its success comes largely from the company's... -
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 […] -
Should You Bribe Your Colleagues to Innovate With You?
Innovation Digital ArticleAt the Chemical Heritage Foundation’s recent seminar on advanced materials innovation, a half-dozen R&D leaders collectively commanding billions in spend couldn’t have been more excited about the market potential for their new materials. The growing desire for greater energy efficiency, sustainability, recyclability and “smarts” has dramatically elevated global opportunities for novel material design. But getting […] -
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. -
Promise-Based Management: The Essence of Execution
Business communication Magazine ArticleBy examining the commitments people make to colleagues and customers, executives can figure out why work stalls and how to get it moving again.