Customer Behavior
Latest
Quality & Service
Designing Waits That Work
Designers at restaurants and theme parks are leading the way in thinking about how to make waiting in line more pleasant.
Donald A. Norman
Innovation Strategy
Seeking innovation? Look in new places.
To generate innovative ideas, companies need to look beyond the familiar.
Disruption
Understanding Your Customer Isn’t Enough
According to Clayton Christensen, companies should focus on the job customers are trying to get done when they use a product or service.
Analytics & Business Intelligence
The Prediction Lover’s Handbook
Assessment tools for better-informing decisions have proliferated. Which ones work?
Thomas H. Davenport and Jeanne G. Harris
Executing Strategy
A Manager’s Guide to Human Irrationalities
People aren’t stupid – they just often act that way. Noted behavioral economist Dan Ariely explains what that should mean for strategists.
An Interview with Dan Ariely
Do-it-yourself brand creation
New research explores the considerable potential of user-generated brands.
Business Models
Linking Customer Loyalty to Growth
By Timothy L. Keiningham, Lerzan Aksoy, Bruce Cooil and Tor Wallin Andreassen
Technology Implementation
How to Profit From a Better Virtual Customer Environment
Satish Nambisan and Priya Nambisan
Marketing Strategy
When Consumers Go to Extremes
Consumer preference is determined by how their options are presented.
Larry Yu
Collaboration
Overcoming Consumer Resistance to Innovation
Rosanna Garcia, Fleura Bardhi and Colette Friedrich
