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Creating a seamless customer experience
Articles / Loyalty / Recommended Reading / Relationship / Value

Creating a seamless customer experience

Creating a seamless customer experience The Economist Intelligence Unit | Sponsored by Panasonic Few consumer-facing companies would deny the need for a convincing presence across a whole array of channels these days, from the web, smartphones and social media to bricks-and-mortar stores. People are now using a variety of platforms to research and buy things, … Continue reading

Revamping Your Business Through Digital Transformation
Articles / Recommended Reading / Theory / Value

Revamping Your Business Through Digital Transformation

Revamping Your Business Through Digital Transformation George Westerman and Didier Bonnet MIT Sloan Management Review | February 18, 2015 To gain the most business benefits from today’s digital technology, it pays to question key managerial assumptions. There is no shortage of stories about companies that create amazing innovations with digital technology. By using mobile devices, … Continue reading

Managing Customer Profits: The Power of Habits
Articles / Recommended Reading / Theory / Value

Managing Customer Profits: The Power of Habits

Managing Customer Profits: The Power of Habits Denish Shah, V. Kumar, and Kihyun Hannah Kim Journal of Marketing Research | December 2014 via AMA Do customers exhibit recurring behaviors beyond repeat purchases? If so, what are those behaviors, how are they formed, and why should marketers care? The authors apply the theory of habit to customer behavior in the context … Continue reading