Customer Behavior

Online and off-line customer conversations about your brand require separate marketing strategies.

Recommendation algorithms don’t just reflect consumer preferences — they also shape them.

Digital customer service platforms offer better service when they use customer-centric language.

Retailers can boost profits and prevent abuse by tailoring their return policies with analytics.

Retailers have new challenges in getting customers to accept different prices on different channels.

In this webinar, Cornell University’s Sheryl E. Kimes discusses the expectations disconnect between companies and customers over self-service technologies.

Sharing consumers’ positive stories about a brand can be a highly effective marketing strategy.

Companies often don’t focus enough on understanding how customers decide what to purchase.

Customers want employee interaction, convenience, and fast transactions in their self-service technology.

How much choice do people really want? Default rules, which establish decision-making starting points, can help.

Organizations can encourage customers to be fair so that freeloaders won’t ruin pay-as-you-wish pricing.

New research shows that mobile advertising targeted to consumers based on their locations can be effective.

To thrive in today’s retail environment means reexamining how both information and products are delivered.

New research suggests that a smaller company can benefit by making consumers aware that it competes against bigger corporations.

For most companies, pricing has long been a sensitive, private affair. But what happens when you outsource some pricing choices to customers?

Emphasizing customer participation is an important vehicle for generating valuable repeat business.

The new world of omnichannel retailing includes physical, online and mobile channels.

Should you offer your best prices to new customers or existing ones?

Influentials who provide sole influence over consumers are the most valuable to companies.

Mobile technology is blurring the boundaries between traditional and Internet retailing.