Customer-centricity

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

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...

Marketers often worry that performance marketing and its focus on short-term sales is crowding out brand-building activities aimed at enhancing customer...

When terrorists attacked the Indian city of Mumbai in 2008, employees of the Taj Mumbai hotel displayed uncommon valor. They placed the safety of guests...

Editor’s Note: This article sets out a simple, elegant, and ultimately tough-minded way to build profitability in a service business. Originally published in 1994, it offers as much today as it did then and is a perennial best seller. ♦ UPDATE: Learn about companies that are applying this timeless advice today. Top-level executives of outstanding […]

Strategy making forces executives to confront a future they can only guess at. It's not surprising, then, that they try to make the task less daunting...

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

Start by hiring people who really care about the customer experience.

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

Takeaways from an analysis of millions of consumer data points.

Consumers' tastes are changing fast, but one things remains: they value quality, value, and inspiration in their products.

After hearing from friends that SoulCycle's very first studio was different from other cycling studios, Whelan decided to give it a try. One visit was...

Three strategies that will help you save your accounts.

Your frontline employees are your best source of customer knowledge and creative ideas for serving customers better. This five-step process helps you...

Actions speak louder than words, especially when leading change.

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Brexit was an emotional choice, not a logical one.

Although 46 similar products were on the market when Intuit launched Quicken, in 1983, it immediately became the market leader in personal finance software...

Marketing is everyone's job. No matter what department you work in, you need to understand who your customers are and what they need.

Careful listening can uncover unexpected-and effective-customer solutions.