Customer experience

Firms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors,...

While we know a lot about practices that stimulate new ideas, innovation teams often struggle to apply them. Why? Because people's biases and entrenched...

Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent...

How an Indian hotel chain’s organizational culture nurtured employees who were willing to risk their lives to save their guests

Extensive study of the world’s best service companies reveals the principles on which they’re built.

The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study...

A better way to drive growth and profitability

In exemplary service organizations, executives understand that they need to put customers and frontline workers at the center of their focus. Those managers...

The case for building “intelligent experience engines”

Gauging—and communicating—what your products and services are worth to customers has never been more important.

Corporate executives and consumers have in recent years adopted divergent views of product quality. Several recent surveys indicate how wide the quality perception gap is: Three out of five chief executives of the country’s largest 1,300 companies said in a 1981 survey that quality is improving; only 13% said it is declining.1 Yet 49% of […]

A refresher on customer churn rate.

The way you set prices doesn’t just influence demand. It also guides the way buyers use your product or service—and that can have a lasting impact on customer relationships.

Although reviled in the business press as short-term fads, rewards programs are gaining popularity. Rewards can and do build customer loyalty. Unfortunately,...

Don’t sacrifice long-term goodwill for short-term benefits.

There's no going back to the old normal.

Three recommendations for where - and how - to deploy this new technology.

Your strategy should be driven by relationship-building - not shiny new tech.

Since its introduction, in 2003, the Net Promoter System, which measures how consistently brands turn customers into advocates, has become the predominant...

A thoughtful message can make the difference between a lost customer and a loyal one.