Customer Behavior

Strategy hijacks — situations in which companies must adjust their strategies due to consumer backlash — can be predicted and avoided.

Small and midtier brands have unique opportunities to provide value in the new consumer environment.

Social listening — analyzing what consumers say on social media — can serve as a treasure hunt map.

The changing role of CEO, designing AI systems customers won’t hate, and a lesson from Beethoven.

Companies implementing AI must protect customers’ autonomy, privacy, and individuality.

Brand collaborations can benefit both partners, but there are limits on how many can participate.

Consumer behavior holds the key to online retail success.

Caesars has found that telling customers about its green efforts leads to a boost in spending.

Here’s how to ensure your sales teams know their customers’ problems.

Online and off-line customer conversations about your brand require separate marketing strategies.

Recommendation algorithms don’t just reflect consumer preferences — they also shape them.

Digital customer service platforms offer better service when they use customer-centric language.

Retailers can boost profits and prevent abuse by tailoring their return policies with analytics.

Retailers have new challenges in getting customers to accept different prices on different channels.

In this webinar, Cornell University’s Sheryl E. Kimes discusses the expectations disconnect between companies and customers over self-service technologies.

Sharing consumers’ positive stories about a brand can be a highly effective marketing strategy.

Companies often don’t focus enough on understanding how customers decide what to purchase.

Customers want employee interaction, convenience, and fast transactions in their self-service technology.

How much choice do people really want? Default rules, which establish decision-making starting points, can help.

Organizations can encourage customers to be fair so that freeloaders won’t ruin pay-as-you-wish pricing.