Marketing

It’s possible for a company to win a price war by leveraging a specific set of strategic capabilities.

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

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

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

It’s easy to say customer satisfaction is very important – but harder to put that into practice.

Encouraging customers to provide feedback directly to a company engages them in valuable ways.

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

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

Entravision, a Spanish-language media company, transformed its business model using big data.

As daily life goes digital, Hearsay Social develops a social media platform to generate sales leads.

Corporate logos can have a significant positive effect on customer commitment to a brand.

Social media exchanges aren’t just chit-chat — they’re an opportunity to improve business management.

Social business thrives in a culture of cooperation.

DBS Bank is remaking itself from a transaction company to an information company using emerging technologies.

An introduction: Social business requires more than just talk, according to the new MIT SMR / Deloitte survey.

Consumer trust in online ratings may be misplaced, according to recent research.

Companies are gaining insights from ethnography, the in-person study of how consumers use a product.

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

A new framework helps identify the best strategy for a particular product or service.

However you define it, social business is changing the world.