A new Google-Qualtrics survey finds that marketers need to strive for more consumer-centric apps.
In a Q&A, Eventbrite CMO Tamara Mendelsohn discusses how the pandemic deepened the company’s connections with customers.
Tamara Mendelsohn, interviewed by Ally MacDonald
Companies earn customers’ respect and loyalty when their brands enable, entice, and enrich them.
Andreas B. Eisingerich, Deborah J. MacInnis, and Martin Fleischmann
A new tool for designing an analytics architecture can help marketers improve customer experience outcomes.
Raj Venkatesan and Kimberly A. Whitler
The pandemic spurred a social reset, and companies must respond to customers’ and employees’ changed expectations.
Smaller, often more private and interactive online communities and platforms are reinventing the way brands and consumers connect.
MIT SMR’s upcoming Executive Guide will discuss how companies can adapt to meet customers’ shifting expectations.
As consumers purchase access to goods rather than the goods themselves, their connections to brands will change.
Carey K. Morewedge
New research highlights an opportunity for culturally rich brands to leverage brick-and-mortar stores to build brand loyalty.
Jonathan Z. Zhang
Front-line employees are uniquely aware of the early symptoms of coming change. Management should heed their insights.
Carsten Lund Pedersen
Amit Shah, president of 1-800-Flowers, explains why lifelong learners are the best technical talent.
Sam Ransbotham and Shervin Khodabandeh
Leaders can make smarter customer strategy decisions in turbulent times through sound economic and strategic thinking.