Customer strategy

A survey of U.S. residents asks whether new subscription services from Twitter, Facebook, Instagram, and Snapchat meet their expectations.

I've just returned from a trip to Germany and Scandinavia, where I heard two different management teams debate what it meant to be "truly differentiated."...

Any company that strives to be innovative must allow for failure. Making mistakes means you're taking risks, which is critical to innovation.

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...

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 […]

Companies can design better products by looking at the jobs that customers are struggling to do. Learn how in this video slide deck.

To really win their loyalty, forget the bells and whistles and just solve their problems.

Why your company needs a "side of the pyramid" strategy.

Rene Carayol of Cass Business School explains how First Direct's commitment to customer service saved a life on 9/11.

Increasingly, companies are reselling their own products. Should you get into the game?

“There is no excuse. Creativity has to be at the forefront.”

Many salespeople today are struggling; only 57% of them make their annual quotas, surveys show. One problem is that buying processes have evolved faster...

Shift the focus from what you're building to why you're building it.

Measuring—and delivering—what consumers really want

Transform your job from something you endure to something that brings you meaning.

New research identifies their traits and behaviors.

B2B customers are deeply uncertain and stressed. With virtually infinite information available on any solution, a swelling raft of stakeholders involved...

Shift your approach from top-down to middle-out.

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If developed the right way, technology will augment-not replace-human labor.