Articles

Twitter is helping companies build new kinds of connections with consumers.

Overinvesting in supply chain protection may be more profitable than not investing enough.

In service businesses, there is often a trade-off between productivity and customer satisfaction.

Misguided attempts to improve satisfaction can damage a company's financial health.

Will your next big IT project be on time and deliver what was promised? Maybe — but maybe not.

Deviating from a dress code or other norms in appearance may help project an enhanced image.

Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.

Big data analysis can help geographically distributed companies monitor customer satisfaction.

State Street navigates the rough waters of using social media in international finance.

Several organizing principles can help companies sustain both profitability and a sense of purpose.