Transformation success requires moving beyond “digital IQ” by linking employee ability to performance outcomes.
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Manage Your Customer Portfolio for Maximum Lifetime Value
Better-informed decisions on customer relationship conversion, leverage, and defense can drive revenue and lower costs.
Employer Branding Is the New Marketing Imperative
CMOs and their marketing teams are well positioned to help companies build a brand that attracts and retains top talent.
How Do Customers React When Their Requests Are Evaluated by Algorithms?
Managers’ intuition about how customers will feel about decisions made by algorithms rather than humans is often wrong.
Connecting With Customers in the Age of Acceleration
The pandemic forced companies to speed digital transformation and adapt to a virtual world. Customers are now rewarding those that offer the best experiences and engage authentically. To succeed in the next era, businesses and marketers must meet new expectations and build new strategies and skills.
When We Don’t Own the Things We Use, Will We Still Love Them?
As consumers purchase access to goods rather than the goods themselves, their connections to brands will change.
The Brand Advantage That Will Lure Shoppers Back to Stores
New research highlights an opportunity for culturally rich brands to leverage brick-and-mortar stores to build brand loyalty.
Gain Competitive Advantage by Transcending the Front-Line Paradox
Front-line employees are uniquely aware of the early symptoms of coming change. Management should heed their insights.
The Retail Profitability Paradox
Retailers must explore new revenue streams, monetize existing assets, and embrace a consumer-to-business mentality.
To Cut Costs, Know Your Customer
In B2B, pandemic-driven cost initiatives should be guided by an intense focus on customer value.