Collaboration
When Customers Become Fans
Smartphone maker Xiaomi cultivates user pride through user-centered and open innovation.
Customer Engagement
Latest
Social Media
How McDonald’s Cooked Up More Transparency
Preparing the McDonald’s “Our Food. Your Questions.” campaign put the company through a kind of “culture shock.”
Social Media
Why Social Engagement May Be More Important Than Marketing
Companies need to focus more on the people already invested in the brand, says the president and COO of Sprinklr.
Digital Marketing
Creating Online Videos That Engage Viewers
The Holy Grail of modern online marketing is video content that “goes viral.” So how does it happen?
Analytics & Business Intelligence
Sports Analytics: The NFL Connects with Fans
The NFL’s CIO discusses the organization’s customer-focused approach to big data and analytics.
Marketing Strategy
The Case for ‘Benevolent’ Mobile Apps
Smartphone apps that provide consumers with helpful information can improve users’ trust in a brand.
Climate Change
Working Toward Totally Transparent Yogurt
As part of its sustainability strategy, organic yogurt company Stonyfield has made a mission of total transparency in its sourcing.
Digital Marketing
Be a Good Sport With Social Media
Two World Cup-related gaffes by international airlines offer lessons for social business.
Corporate Social Responsibility
How Procter & Gamble Uses External Ideas For Internal Innovation
P&G’s open innovation program nurtures collaboration with individuals and companies globally.
Digital Marketing
The Multiplier Effect of Social Business Tools
B. Bonin Bough oversees social media for Oreo, Ritz and Cadbury — big brands in the social world.
Customers
What Unhappy Customers Want
Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.
Developing Strategy
Stories That Deliver Business Insights
Companies are gaining insights from ethnography, the in-person study of how consumers use a product.
Collaboration
BMW Test-Drives Mobile Microvideo
BMW looks to drive consumer-to-consumer marketing using mobile phones, microvideo.
Analytics & Business Intelligence
How eBay Uses Data and Analytics to Get Closer to Its (Massive) Customer Base
Neel Sundaresan, senior research director at eBay, discusses how eBay uses analytics at every level.
Digital Marketing
How to Create Brand Engagement on Facebook
What determines whether consumers will “like,” comment on or share a company’s Facebook posts?
Digital Marketing
Turning Facebook Fans into Product Endorsers
How companies can find their most influential online customers and enlist them to help promote their brands.
Social Media
How Finding “Exceptions” Can Jump Start Your Social Initiative
John Hagel, co-chairman of the Deloitte Center for the Edge, explains how social tools can increase productivity.
Social Media
Social Business By the Numbers
Do companies know why consumers interact with their social sites? How much value can social business deliver?
Digital Marketing
Enhancing Relationships With Customers Through Online Brand Communities
To improve online communities, companies need to enhance communication among custoemrs.
Transportation and Young Adults: Driving is Down, Biking and Public Transport Way Up
With the rise in bike-sharing programs, car-sharing programs and more, the number of vehicle miles traveled has dropped significantly.