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David R. Bell et al.
To thrive in today’s retail environment means reexamining how both information and products are delivered.
Neeru Paharia et al.
New research suggests that a smaller company can benefit by making consumers aware that it competes against bigger corporations.
Blake Chandlee (Facebook), interviewed by Gerald C. (Jerry) Kane
By overlaying tiers of customer data, Facebook is delivering personalization on a scale never seen before.
July 14, 2014 | Gerald C. Kane, Doug Palmer, Anh Nguyen Phillips, David Kiron, Natasha Buckley
The 2014 research report by MIT Sloan Management Review and Deloitte finds that measurement sophistication is finally taking hold in social business. More than 90% of “socially maturing” companies actively measure their social business efforts, and measurement sophistication is starting to prove its value. As well, social business is becoming not just a B-to-C phenomenon, with nearly 60% of B-to-B companies saying that social business initiatives are positively impacting business outcomes. Crucial to all these efforts: C-suite leadership.
Increasingly, companies are handling their customer service not just through email and online chats but in more public forums: Facebook and Twitter, specifically. It's a cultural shift that many customers applaud.
Martijn van der Zee (KLM), interviewed by Gerald C. (Jerry) Kane
For KLM, social business developed in response to an epic customer service crisis.
Mavis T. Adjei et al.
To improve online brand communities, companies need to enhance customer-to-customer communication.
Marc Grainer et al.
Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.
Thomas M. Tripp and Yany Grégoire
Companies need to understand and manage the rising threat of online public complaining.
Why are companies still using snail mail to deliver information that customers need in real time?
Sriram Dasu and Richard B. Chase
Organizations need to value the “soft side” of customer management: emotions, trust and control.
Andreas Hinterhuber and Stephan Liozu
Almost any business can improve its pricing performance, if it broaches pricing in a structured way.
Marco Bertini and Oded Koenigsberg
For most companies, pricing has long been a sensitive, private affair. But what happens when you outsource some pricing choices to customers?
Martha E. Mangelsdorf
Should you price a consumer product at a price that ends in 99 cents — or price it at a round dollar amount?
It’s possible for a company to win a price war by leveraging a specific set of strategic capabilities.