Disruption
Understanding Your Customer Isn’t Enough
According to Clayton Christensen, companies should focus on the job customers are trying to get done when they use a product or service.
Customer Satisfaction
Latest
Customers
The Quality Effect on Word of Mouth
Consumer dissatisfaction can be far more potent than satisfaction.
Analytics & Business Intelligence
Delight or Despair
Avoiding the pitfalls in leveraging customer data.
Marketing Strategy
Finding the Right Job For Your Product
Most companies segment their markets by customer demographics or product characteristics and differentiate their offerings by adding features and functions. But the consumer has a different view of the marketplace. He simply has a job to be done and is seeking to “hire” the best product or service to do it. Marketers must adopt that perspective.
Digital Marketing
3 Critical Issues in Internet Retailing
Managing returns, structuring the physical distribution network and deploying product inventories are all key.
Quality & Service
Managing Product Returns for Competitive Advantage
Effective product returns strategies can result in increased revenues, lower costs and enhanced levels of customer service.
Customers
Satisfaction Begins at Home
To find out how well you are serving your customers, ask your employees.
Customers
The Great Expectations Effect
Asking customers about their wants increases the probability that they will be dissatisfied.
Customers
Managing Corrosive Customers
Strategies for mitigating the negative effects of nasty on-the-job encounters.
Developing Strategy
How To Make an Online Business Click
Which features give customers the most bang for the buck?
