Customer experience

And why your company can’t ignore it.

The best stay attuned to their customers’ signals in the social graph.

The Internet promises to give marketing the same boost in productivity that new operational strategies have given to manufacturing.

Career-oriented women are increasingly flexing their spending muscle. Here’s how companies can reach these “Golden Misses.”

While management skills can improve service systems, a manager is better off if he or she first has a clear understanding of the operating characteristics that set one service system apart from another. This author offers one view of services, which, if followed, results in a “rational approach to the rationalization” of services. His view, […]

CEO Tony Hsieh explains why the company moved from San Francisco to Las Vegas.

It's one of the most basic aphorisms of business: The customer is always right. But when companies, especially large ones, try to rectify a service failure,...

On July 3 a New York Federal Judge ordered Google to hand over their complete record of viewers’ behavior, including user names and internet protocol addresses in service, to Viacom’s $1 billion copyright infringement suit against Google’s YouTube service. It raises the very interesting question, does Google keep too much information on its users, and […]

Brands are not just names slapped on products by the marketing department; they embody the value those products have for your customers. That may be more true for high-tech products than it is for soap.

There’s a lot that quantitative surveys aren’t telling you.

Consumers today connect with brands in fundamentally new ways, often through media channels that are beyond manufacturers' and retailers' control. That...

Jill Hoover was looking skyward, marveling at the heart-stopping beauty of Paradise Park-Seattle's newest attraction, its tallest and scariest roller...

New technologies can be dazzling. But do they represent the future of retailing? Have the fundamentals really changed?

REI leads the pack.

Siloed information doesn’t give you a full picture of your customers.

When consumers buy online, they spend more.

Cisco’s CEO on reading market trends before anyone else does

A genuine and human approach to transactions is rare, but it can transform a business.

In August 2005, Jonathan Coulton quit his job as a software developer, with the goal of conducting an experiment: over the next year, could he figure out a way to earn a living as a full-time musician, leveraging the Web and his small-but-passionate fan base? Coulton isn’t the only artist who is trying to come […]

Four recommendations to improve the (virtual) doctor-patient relationship.