CINXE.COM

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It can easily happen as an unintended consequence of success. Consider these situations: Senior executives at car companies drive only the newest models: For decades, the top executives at America’s leading automobile manufacturers always drove models fresh from the […]" data-list-price="0"> <div class="stream-image" aria-hidden="true"> </div> <h3 class="hed"><a href="/2008/03/expose-your-companys-blind-spo-2">Expose Your Company’s Blind Spots</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-experience" class="topic">Customer experience</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Rita Gunther McGrath</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Is your company unintentionally keeping your most senior people from getting the feedback they most need? It can easily happen as an unintended consequence of success. 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An employee named Jose once asked my friend's three-year-old to help with...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/the-value-in-wowing-your-customers/H008HO?sku=H008HO-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>March 13, 2012</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H002LH" data-title="Why the Recording Industry Really Stopped Suing Its Customers" data-url="/2008/12/why-the-riaa-stopped-suing" data-topic="Competitive strategy" data-authors="David Silverman" data-content-type="Digital Article" data-content-image="" data-summary="The RIAA (Recording Industry Association of America) has announced that they’re going to stop suing people for pirating music on P2P networks. For people under 30 years old, this has been the cause of much rejoicing. For those over 30, it may come as a surprise that the record companies were suing random individuals for […]" data-list-price="0"> <div class="stream-image" aria-hidden="true"> </div> <h3 class="hed"><a href="/2008/12/why-the-riaa-stopped-suing">Why the Recording Industry Really Stopped Suing Its Customers</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/competitive-strategy" class="topic">Competitive strategy</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>David Silverman</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">The RIAA (Recording Industry Association of America) has announced that they’re going to stop suing people for pirating music on P2P networks. For people under 30 years old, this has been the cause of much rejoicing. For those over 30, it may come as a surprise that the record companies were suing random individuals for […]</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>December 22, 2008</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H02WFL-PDF-ENG" data-title="How IDEO Designers Persuade Companies to Accept Change" data-url="/2016/05/how-ideo-designers-persuade-companies-to-accept-change" data-topic="Leadership & Managing People" data-authors="Ashlea Powell" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2016/05/may16-17-hbr-012-culture-383x215.jpg" data-summary="They engage decision makers' emotions." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2016/05/how-ideo-designers-persuade-companies-to-accept-change" tabindex="-1"><img src="/resources/images/article_assets/2016/05/may16-17-hbr-012-culture-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2016/05/how-ideo-designers-persuade-companies-to-accept-change">How IDEO Designers Persuade Companies to Accept Change</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/leadership-and-managing-people" class="topic">Leadership & Managing People</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Ashlea Powell</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">They engage decision makers' emotions.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/how-ideo-designers-persuade-companies-to-accept-change/H02WFL?sku=H02WFL-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>May 17, 2016</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry" js-target="stream-ad-container"> <aside class="backdrop-white"> <div class="row"> <div class="small-12 column text-center"> <div class="mts mbm ad-container"> <div id="DFP_FEED_pos6_tab1"> <script type="text/javascript"> if (isAdobeSync()) googletag.cmd.push(function() { googletag.display("DFP_FEED_pos6_tab1"); }); </script> </div> </div> </div> </div> </aside> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H00351-PDF-ENG" data-title="In a Recession, Put Everyone in Marketing" data-url="/2009/04/in-a-recession-put-everyone-in" data-topic="Finance & Accounting" data-authors="Rosabeth Moss Kanter" data-content-type="Digital Article" data-content-image="" data-summary="Are you facing falling customer orders? Slower renewals? Cancellations? Requests for ever-deeper discounts? Those are silly questions. Of course you are..." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2009/04/in-a-recession-put-everyone-in" tabindex="-1"><img src="" /></a> </figure> </div> <h3 class="hed"><a href="/2009/04/in-a-recession-put-everyone-in">In a Recession, Put Everyone in Marketing</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/finance-and-accounting" class="topic">Finance & Accounting</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Rosabeth Moss Kanter</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Are you facing falling customer orders? Slower renewals? Cancellations? Requests for ever-deeper discounts? Those are silly questions. Of course you are...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/in-a-recession-put-everyone-in-marketing/H00351?sku=H00351-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>April 29, 2009</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H04QCZ" data-title="How Retail Changes When Algorithms Curate Everything We Buy" data-url="/2019/01/how-retail-changes-when-algorithms-curate-everything-we-buy" data-topic="Sales and marketing" data-authors="Bobby Gibbs; Nick Harrison" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2019/01/Jan19_07_114157050-383x215.jpg" data-summary="Think Expedia — but for consumer products." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2019/01/how-retail-changes-when-algorithms-curate-everything-we-buy" tabindex="-1"><img src="/resources/images/article_assets/2019/01/Jan19_07_114157050-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2019/01/how-retail-changes-when-algorithms-curate-everything-we-buy">How Retail Changes When Algorithms Curate Everything We Buy</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/sales-and-marketing" class="topic">Sales and marketing</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Bobby Gibbs</li><li> Nick Harrison</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Think Expedia — but for consumer products.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>January 07, 2019</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="F0510J" data-title="Talk About Brand Strategy" data-url="/2005/10/talk-about-brand-strategy" data-topic="Business communication" data-authors="Natalie Mizik; Robert Jacobson" data-content-type="Magazine Article" data-content-image="" data-summary="A distinctive brand is good for business, of course. But you’d be surprised how important it is to a firm’s overall performance. We studied how customer perceptions of brand differentiation related to stock price over the course of 11 years in 275 “monobrand” companies such as AT&T, Krispy Kreme Doughnuts, and Reebok. (Customer brand-perceptions data […]" data-list-price="0"> <div class="stream-image" aria-hidden="true"> </div> <h3 class="hed"><a href="/2005/10/talk-about-brand-strategy">Talk About Brand Strategy</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/business-communication" class="topic">Business communication</a> <span class="content-type">Magazine Article</span> <ul class="byline byline-list"><li>Natalie Mizik</li><li> Robert Jacobson</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">A distinctive brand is good for business, of course. But you’d be surprised how important it is to a firm’s overall performance. We studied how customer perceptions of brand differentiation related to stock price over the course of 11 years in 275 “monobrand” companies such as AT&T, Krispy Kreme Doughnuts, and Reebok. (Customer brand-perceptions data […]</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>From the October 2005 Issue</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H001AP-PDF-ENG" data-title="How Lexus and Ritz-Carlton Connect with Customers" data-url="/2007/11/how-lexus-and-ritzcarlton-conn" data-topic="Sales & Marketing" data-authors="Bill Taylor" data-content-type="Digital Article" data-content-image="" data-summary="A week from today I'll be in Coconut Grove, Florida, hosting a symposium on how companies can make deeper and more enduring connections with their customers...." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2007/11/how-lexus-and-ritzcarlton-conn" tabindex="-1"><img src="" /></a> </figure> </div> <h3 class="hed"><a href="/2007/11/how-lexus-and-ritzcarlton-conn">How Lexus and Ritz-Carlton Connect with Customers</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/sales-and-marketing" class="topic">Sales & Marketing</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Bill Taylor</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">A week from today I'll be in Coconut Grove, Florida, hosting a symposium on how companies can make deeper and more enduring connections with their customers....</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/how-lexus-and-ritz-carlton-connect-with-customers/H001AP?sku=H001AP-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>November 26, 2007</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H01Q1F-PDF-ENG" data-title="An Unlikely Marketing Lesson from Patent Lawyers" data-url="/2014/11/an-unlikely-marketing-lesson-from-patent-lawyers" data-topic="Sales & Marketing" data-authors="Betsy D. Gelb; Gabriel M Gelb" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2014/11/NOV14_25_112156671-383x215.jpg" data-summary="Knowing the features that customers really value." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2014/11/an-unlikely-marketing-lesson-from-patent-lawyers" tabindex="-1"><img src="/resources/images/article_assets/2014/11/NOV14_25_112156671-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2014/11/an-unlikely-marketing-lesson-from-patent-lawyers">An Unlikely Marketing Lesson from Patent Lawyers</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/sales-and-marketing" class="topic">Sales & Marketing</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Betsy D. Gelb</li><li> Gabriel M Gelb</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Knowing the features that customers really value.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/an-unlikely-marketing-lesson-from-patent-lawyers/H01Q1F?sku=H01Q1F-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>November 25, 2014</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H02WGE-PDF-ENG" data-title="Your Whole Company Needs to Be Distinctive, Not Just Your Product" data-url="/2016/05/your-whole-company-needs-to-be-distinctive-not-just-your-product" data-topic="Sales & Marketing" data-authors="Paul Leinwand; Cesare Mainardi" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2016/05/may16-19-41633860-383x215.jpg" data-summary="Avoid being a one-hit wonder." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2016/05/your-whole-company-needs-to-be-distinctive-not-just-your-product" tabindex="-1"><img src="/resources/images/article_assets/2016/05/may16-19-41633860-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2016/05/your-whole-company-needs-to-be-distinctive-not-just-your-product">Your Whole Company Needs to Be Distinctive, Not Just Your Product</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/sales-and-marketing" class="topic">Sales & Marketing</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Paul Leinwand</li><li> Cesare Mainardi</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Avoid being a one-hit wonder.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/your-whole-company-needs-to-be-distinctive-not-just-your-product/H02WGE?sku=H02WGE-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>May 19, 2016</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H00756-PDF-ENG" data-title="Customer-Centric Continuous Improvement" data-url="/2011/04/continuously-improving-custome" data-topic="Sales & Marketing" data-authors="Brad Power" data-content-type="Digital Article" data-content-image="" data-summary="[This post is part of Creating a Customer-Centered Organization.] Improving customer value continuously is difficult in almost any organization. That's..." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2011/04/continuously-improving-custome" tabindex="-1"><img src="" /></a> </figure> </div> <h3 class="hed"><a href="/2011/04/continuously-improving-custome">Customer-Centric Continuous Improvement</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/sales-and-marketing" class="topic">Sales & Marketing</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Brad Power</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">[This post is part of Creating a Customer-Centered Organization.] Improving customer value continuously is difficult in almost any organization. That's...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/customer-centric-continuous-improvement/H00756?sku=H00756-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>April 21, 2011</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H000NY" data-title="Creating and Sustaining a Winning Culture" data-url="/2008/02/creating-and-sustaining-a-winn-1" data-topic="Strategy" data-authors="Harvard Management Update" data-content-type="Digital Article" data-content-image="" data-summary="by Paul Meehan, Darrell Rigby, and Paul Rogers" data-list-price="0"> <div class="stream-image" aria-hidden="true"> </div> <h3 class="hed"><a href="/2008/02/creating-and-sustaining-a-winn-1">Creating and Sustaining a Winning Culture</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/strategy" class="topic">Strategy</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Harvard Management Update</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">by Paul Meehan, Darrell Rigby, and Paul Rogers</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>February 27, 2008</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H088TC-PDF-ENG" data-title="Seasonal Businesses Can Stay Profitable in the Off-Season. Here's How." data-url="/2024/06/seasonal-businesses-can-stay-profitable-in-the-off-season-heres-how" data-topic="Finance & Accounting" data-authors="Christa Pitts" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2024/06/June24_07_113803742-2-383x215.jpg" data-summary="To find year-round success, forge genuine connections, offer impeccable customer service, and discover hidden opportunities." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/06/seasonal-businesses-can-stay-profitable-in-the-off-season-heres-how" tabindex="-1"><img src="/resources/images/article_assets/2024/06/June24_07_113803742-2-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/06/seasonal-businesses-can-stay-profitable-in-the-off-season-heres-how">Seasonal Businesses Can Stay Profitable in the Off-Season. Here's How.</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/finance-and-accounting" class="topic">Finance & Accounting</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Christa Pitts</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">To find year-round success, forge genuine connections, offer impeccable customer service, and discover hidden opportunities.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/seasonal-businesses-can-stay-profitable-in-the-off-season-here-s-how/H088TC?sku=H088TC-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>June 07, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="R0102M" data-title="Where Napster Is Taking the Publishing World" data-url="/2001/02/where-napster-is-taking-the-publishing-world" data-topic="Web-based technologies" data-authors="Clay Shirky" data-content-type="Magazine Article" data-content-image="" data-summary="Free distribution over the Internet will revolutionize not just the music industry but all of publishing. Bad news? Maybe not—the end result could actually be more revenue, not less, for companies with the courage to focus on developing talent rather than on pushing units." data-list-price="0"> <div class="stream-image" aria-hidden="true"> </div> <h3 class="hed"><a href="/2001/02/where-napster-is-taking-the-publishing-world">Where Napster Is Taking the Publishing World</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/web-based-technologies" class="topic">Web-based technologies</a> <span class="content-type">Magazine Article</span> <ul class="byline byline-list"><li>Clay Shirky</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Free distribution over the Internet will revolutionize not just the music industry but all of publishing. Bad news? Maybe not—the end result could actually be more revenue, not less, for companies with the courage to focus on developing talent rather than on pushing units.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>From the February 2001 Issue</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H00H2L" data-title="Take Your Show on the Road" data-url="/2013/10/take-your-show-on-the-road" data-topic="Customer service" data-authors="Leonard M. Fuld" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2013/10/20131022_1-383x215.jpg" data-summary="When it comes to driving sales, a demonstration van might be your best marketing vehicle." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2013/10/take-your-show-on-the-road" tabindex="-1"><img src="/resources/images/article_assets/2013/10/20131022_1-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2013/10/take-your-show-on-the-road">Take Your Show on the Road</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-service" class="topic">Customer service</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Leonard M. Fuld</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">When it comes to driving sales, a demonstration van might be your best marketing vehicle.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>October 21, 2013</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H001AR-PDF-ENG" data-title="More Lessons from Lexus-Why It Pays to Do the Right Thing" data-url="/2007/12/more-lessons-from-lexuswhy-it" data-topic="Sales & Marketing" data-authors="Bill Taylor" data-content-type="Digital Article" data-content-image="" data-summary="I am just back from chairing the first-ever Source Media Customer Engagement Symposium, and my notebooks are overflowing with good ideas, smart practices,..." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2007/12/more-lessons-from-lexuswhy-it" tabindex="-1"><img src="" /></a> </figure> </div> <h3 class="hed"><a href="/2007/12/more-lessons-from-lexuswhy-it">More Lessons from Lexus-Why It Pays to Do the Right Thing</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/sales-and-marketing" class="topic">Sales & Marketing</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Bill Taylor</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">I am just back from chairing the first-ever Source Media Customer Engagement Symposium, and my notebooks are overflowing with good ideas, smart practices,...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/more-lessons-from-lexus-why-it-pays-to-do-the-right-thing/H001AR?sku=H001AR-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>December 12, 2007</time></li> </ul> </stream-item> </div> </div> </li> </ul> </stream-list> </stream-content> <stream-content data-stream-name="Latest" class="stream-content active "> <stream-list class="stream-list"> <ul class="stream-list" data-stream-endpoint="" data-ads-enabled="true"> <li class="stream-entry sponsored"> <div class="row"> <div class="content-area column"> <div class="nudge-up"><div class="mbm"><span class="slug--small navy-blue inverted pas font-light"><b>SPONSORED CONTENT</b> FROM NIELSENIQ</span></div></div> <stream-item class="stream-item topic-distinction" data-id="tag:blogs.harvardbusiness.org,2007-03-31:999.395645" data-title="The Evolution of Customer Experience Webinar" data-url="/sponsored/2024/11/the-evolution-of-customer-experience-webinar" data-topic="Customer experience" data-authors="" data-content-type="Research" data-content-image="/resources/images/article_assets/2024/11/CRE5363_HBRAS_Webinar_thumb-2-383x215.png" data-summary="Webinar Sponsored by NielsenIQ" data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/sponsored/2024/11/the-evolution-of-customer-experience-webinar" tabindex="-1"><img src="/resources/images/article_assets/2024/11/CRE5363_HBRAS_Webinar_thumb-2-383x215.png" /></a> </figure> </div> <h3 class="hed"><a href="/sponsored/2024/11/the-evolution-of-customer-experience-webinar">The Evolution of Customer Experience Webinar</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-experience" class="topic">Customer experience</a> <span class="content-type">Research</span> </div>  <div class="stream-item-price"> </div> <div class="dek">Webinar Sponsored by NielsenIQ</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>November 05, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="R2406M" data-title="Case Study: Should We Deploy a Gen AI Salesbot?" data-url="/2024/11/case-study-should-we-deploy-a-gen-ai-salesbot" data-topic="Generative AI" data-authors="Jill Avery; Thomas Steenburgh" data-content-type="Magazine Article" data-content-image="/resources/images/article_assets/2024/10/R2406M_SHRESTHA-383x215.jpg" data-summary="A CEO who wants to get an edge with technology faces pushback from a key customer and some of her team." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/11/case-study-should-we-deploy-a-gen-ai-salesbot" tabindex="-1"><img src="/resources/images/article_assets/2024/10/R2406M_SHRESTHA-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/11/case-study-should-we-deploy-a-gen-ai-salesbot">Case Study: Should We Deploy a Gen AI Salesbot?</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/generative-ai" class="topic">Generative AI</a> <span class="content-type">Magazine Article</span> <ul class="byline byline-list"><li>Jill Avery</li><li> Thomas Steenburgh</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">A CEO who wants to get an edge with technology faces pushback from a key customer and some of her team.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>From the November–December 2024 Issue</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="R2406H" data-title="A Better Way to Link Sales and Marketing" data-url="/2024/11/a-better-way-to-link-sales-and-marketing" data-topic="Sales and marketing" data-authors="Prabhakant Sinha; Arun Shastri; Sally Lorimer" data-content-type="Magazine Article" data-content-image="/resources/images/article_assets/2024/09/R2406H_HYNER-383x215.jpg" data-summary="Companies are inhibited by siloed customer data. Digital customer hubs can help." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/11/a-better-way-to-link-sales-and-marketing" tabindex="-1"><img src="/resources/images/article_assets/2024/09/R2406H_HYNER-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/11/a-better-way-to-link-sales-and-marketing">A Better Way to Link Sales and Marketing</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/sales-and-marketing" class="topic">Sales and marketing</a> <span class="content-type">Magazine Article</span> <ul class="byline byline-list"><li>Prabhakant Sinha</li><li> Arun Shastri</li><li> Sally Lorimer</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Companies are inhibited by siloed customer data. Digital customer hubs can help.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>From the November–December 2024 Issue</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="R2406G" data-title="Personalization Done Right" data-url="/2024/11/personalization-done-right" data-topic="AI and machine learning" data-authors="Mark Abraham; David C. Edelman" data-content-type="Magazine Article" data-content-image="/resources/images/article_assets/2024/10/R2406G_KNORR-383x215.jpg" data-summary="The five dimensions to consider—and how AI can help" data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/11/personalization-done-right" tabindex="-1"><img src="/resources/images/article_assets/2024/10/R2406G_KNORR-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/11/personalization-done-right">Personalization Done Right</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/ai-and-machine-learning" class="topic">AI and machine learning</a> <span class="content-type">Magazine Article</span> <ul class="byline byline-list"><li>Mark Abraham</li><li> David C. Edelman</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">The five dimensions to consider—and how AI can help</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>From the November–December 2024 Issue</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry" js-target="stream-ad-container"> <aside class="backdrop-white"> <div class="row"> <div class="small-12 column text-center"> <div class="mts mbm ad-container"> <div id="DFP_FEED_pos5_tab2"> <script type="text/javascript"> if (isAdobeSync()) googletag.cmd.push(function() { googletag.display("DFP_FEED_pos5_tab2"); }); </script> </div> </div> </div> </div> </aside> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H08EM2" data-title="How Online Retailers Can Avoid Costly Out-of-Stock Issues" data-url="/2024/10/how-online-retailers-can-avoid-costly-out-of-stock-issues" data-topic="Operations strategy" data-authors="Do Yoon Kim; Benjamin S. Knight; Dmitry Mitrofanov" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2024/10/Oct24_03_1208644715_NOGLOBAL-383x215.jpg" data-summary="A/B testing by Instacart suggests that telling customers about stocking times can increase spending and decrease the proportion of items replaced or refunded." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/10/how-online-retailers-can-avoid-costly-out-of-stock-issues" tabindex="-1"><img src="/resources/images/article_assets/2024/10/Oct24_03_1208644715_NOGLOBAL-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/10/how-online-retailers-can-avoid-costly-out-of-stock-issues">How Online Retailers Can Avoid Costly Out-of-Stock Issues</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/operations-strategy" class="topic">Operations strategy</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Do Yoon Kim</li><li> Benjamin S. Knight</li><li> Dmitry Mitrofanov</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">A/B testing by Instacart suggests that telling customers about stocking times can increase spending and decrease the proportion of items replaced or refunded.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>October 03, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry sponsored"> <div class="row"> <div class="content-area column"> <div class="nudge-up"><div class="mbm"><span class="slug--small navy-blue inverted pas font-light"><b>SPONSORED CONTENT</b> FROM Nice</span></div></div> <stream-item class="stream-item topic-distinction" data-id="tag:blogs.harvardbusiness.org,2007-03-31:999.392378" data-title="Improving Customer Service with Artificial Intelligence" data-url="/sponsored/2024/09/improving-customer-service-with-artificial-intelligence" data-topic="Generative AI" data-authors="" data-content-type="Research" data-content-image="/resources/images/article_assets/2024/09/CRE5031_HBRAS_thumb-383x215.png" data-summary="Pulse Survey Sponsored By Nice" data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/sponsored/2024/09/improving-customer-service-with-artificial-intelligence" tabindex="-1"><img src="/resources/images/article_assets/2024/09/CRE5031_HBRAS_thumb-383x215.png" /></a> </figure> </div> <h3 class="hed"><a href="/sponsored/2024/09/improving-customer-service-with-artificial-intelligence">Improving Customer Service with Artificial Intelligence</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/generative-ai" class="topic">Generative AI</a> <span class="content-type">Research</span> </div>  <div class="stream-item-price"> </div> <div class="dek">Pulse Survey Sponsored By Nice</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>September 25, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry sponsored"> <div class="row"> <div class="content-area column"> <div class="nudge-up"><div class="mbm"><span class="slug--small navy-blue inverted pas font-light"><b>SPONSOR CONTENT</b> FROM INTERCOM</span></div></div> <stream-item class="stream-item topic-distinction" data-id="tag:blogs.harvardbusiness.org,2007-03-31:999.390439" data-title="Video Quick Take: Intercom’s Brian Donahue on How AI Customer Service Agents Are Delivering Massive Value" data-url="/sponsored/2024/09/video-quick-take-intercoms-brian-donahue-on-how-ai-customer-service-agents-are-delivering-massive-value" data-topic="Customer experience" data-authors="" data-content-type="Sponsor Content" data-content-image="/resources/images/article_assets/2024/08/CRE5376_HBR_VID_VQT_Intercom_Donohue_1_Opener-383x215.png" data-summary="Sponsor content from Intercom." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/sponsored/2024/09/video-quick-take-intercoms-brian-donahue-on-how-ai-customer-service-agents-are-delivering-massive-value" tabindex="-1"><img src="/resources/images/article_assets/2024/08/CRE5376_HBR_VID_VQT_Intercom_Donohue_1_Opener-383x215.png" /></a> </figure> </div> <h3 class="hed"><a href="/sponsored/2024/09/video-quick-take-intercoms-brian-donahue-on-how-ai-customer-service-agents-are-delivering-massive-value">Video Quick Take: Intercom’s Brian Donahue on How AI Customer Service Agents Are Delivering Massive Value</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-experience" class="topic">Customer experience</a> <span class="content-type">Sponsor Content</span> </div>  <div class="stream-item-price"> </div> <div class="dek">Sponsor content from Intercom.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>September 24, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H08DY5" data-title="How Companies Can Use AI to Better Serve Deaf and Hard-of-Hearing Customers" data-url="/2024/09/how-companies-can-use-ai-to-better-serve-deaf-and-hard-of-hearing-customers" data-topic="Diversity and inclusion" data-authors="Chris Soukup" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2024/09/Sep24_17_olaszczepaniak-383x215.jpg" data-summary="Brands racing to embrace customer service chatbots risk neglecting disabled communities." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/09/how-companies-can-use-ai-to-better-serve-deaf-and-hard-of-hearing-customers" tabindex="-1"><img src="/resources/images/article_assets/2024/09/Sep24_17_olaszczepaniak-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/09/how-companies-can-use-ai-to-better-serve-deaf-and-hard-of-hearing-customers">How Companies Can Use AI to Better Serve Deaf and Hard-of-Hearing Customers</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/diversity-and-inclusion" class="topic">Diversity and inclusion</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Chris Soukup</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Brands racing to embrace customer service chatbots risk neglecting disabled communities.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>September 17, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry" js-target="stream-ad-container"> <aside class="backdrop-white"> <div class="row"> <div class="small-12 column text-center"> <div class="mts mbm ad-container"> <div id="DFP_FEED_pos6_tab2"> <script type="text/javascript"> if (isAdobeSync()) googletag.cmd.push(function() { googletag.display("DFP_FEED_pos6_tab2"); }); </script> </div> </div> </div> </div> </aside> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="R2405G" data-title="How AI Can Power Brand Management" data-url="/2024/09/how-ai-can-power-brand-management" data-topic="Technology and analytics" data-authors="Julian De Freitas; Elie Ofek" data-content-type="Magazine Article" data-content-image="/resources/images/article_assets/2024/07/R2405G_WANG-383x215.jpg" data-summary="It can automate creative tasks and improve the customer experience." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/09/how-ai-can-power-brand-management" tabindex="-1"><img src="/resources/images/article_assets/2024/07/R2405G_WANG-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/09/how-ai-can-power-brand-management">How AI Can Power Brand Management</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/technology-and-analytics" class="topic">Technology and analytics</a> <span class="content-type">Magazine Article</span> <ul class="byline byline-list"><li>Julian De Freitas</li><li> Elie Ofek</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">It can automate creative tasks and improve the customer experience.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>From the September–October 2024 Issue</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="R2405A" data-title="The CEO of Abbott on Revamping Its Breakthrough Diabetes Device" data-url="/2024/09/the-ceo-of-abbott-on-revamping-its-breakthrough-diabetes-device" data-topic="Innovation" data-authors="Robert B. Ford" data-content-type="Magazine Article" data-content-image="/resources/images/article_assets/2024/07/R2405A_ROBERT_B_FORD-383x215.jpg" data-summary="Unsatisfied with the initial response, the company doubled down on the patient experience." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/09/the-ceo-of-abbott-on-revamping-its-breakthrough-diabetes-device" tabindex="-1"><img src="/resources/images/article_assets/2024/07/R2405A_ROBERT_B_FORD-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/09/the-ceo-of-abbott-on-revamping-its-breakthrough-diabetes-device">The CEO of Abbott on Revamping Its Breakthrough Diabetes Device</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/innovation" class="topic">Innovation</a> <span class="content-type">Magazine Article</span> <ul class="byline byline-list"><li>Robert B. Ford</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Unsatisfied with the initial response, the company doubled down on the patient experience.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>From the September–October 2024 Issue</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H08D8V" data-title="HBR’s Most-Read Articles of 2024 (So Far)" data-url="/2024/08/hbrs-most-read-articles-of-2024-so-far" data-topic="Customer experience" data-authors="Kelsey Hansen" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2024/08/Aug24_30_2149826207_master1305-383x215.jpg" data-summary="The five stories that have resonated most with our readers this year." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/08/hbrs-most-read-articles-of-2024-so-far" tabindex="-1"><img src="/resources/images/article_assets/2024/08/Aug24_30_2149826207_master1305-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/08/hbrs-most-read-articles-of-2024-so-far">HBR’s Most-Read Articles of 2024 (So Far)</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-experience" class="topic">Customer experience</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Kelsey Hansen</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">The five stories that have resonated most with our readers this year.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>August 30, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H08CYE" data-title="A New Approach to Knowledge-Sharing Within Organizations" data-url="/2024/08/a-new-approach-to-knowledge-sharing-within-organizations" data-topic="Information management" data-authors="Martin Reeves; Jack Fuller; Adam Job" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2024/08/Aug24_29_1369394278-383x215.jpg" data-summary="“Evolvable scripts” are brief instruction sets that are easy to understand and remember, and allow room for employees to adapt to specific and changing needs." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/08/a-new-approach-to-knowledge-sharing-within-organizations" tabindex="-1"><img src="/resources/images/article_assets/2024/08/Aug24_29_1369394278-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/08/a-new-approach-to-knowledge-sharing-within-organizations">A New Approach to Knowledge-Sharing Within Organizations</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/information-management" class="topic">Information management</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Martin Reeves</li><li> Jack Fuller</li><li> Adam Job</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">“Evolvable scripts” are brief instruction sets that are easy to understand and remember, and allow room for employees to adapt to specific and changing needs.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>August 29, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry sponsored"> <div class="row"> <div class="content-area column"> <div class="nudge-up"><div class="mbm"><span class="slug--small navy-blue inverted pas font-light"><b>SPONSORED CONTENT</b> FROM Tata Communications</span></div></div> <stream-item class="stream-item topic-distinction" data-id="tag:blogs.harvardbusiness.org,2007-03-31:999.389309" data-title="Rethinking Customer Interactions to Boost Customer Experience" data-url="/sponsored/2024/08/rethinking-customer-interactions-to-boost-customer-experience" data-topic="Customer experience" data-authors="" data-content-type="Research" data-content-image="/resources/images/article_assets/2024/08/CRE4883_HBRAS_thumb-383x215.png" data-summary="Pulse Survey Sponsored By Tata Communications" data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/sponsored/2024/08/rethinking-customer-interactions-to-boost-customer-experience" tabindex="-1"><img src="/resources/images/article_assets/2024/08/CRE4883_HBRAS_thumb-383x215.png" /></a> </figure> </div> <h3 class="hed"><a href="/sponsored/2024/08/rethinking-customer-interactions-to-boost-customer-experience">Rethinking Customer Interactions to Boost Customer Experience</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-experience" class="topic">Customer experience</a> <span class="content-type">Research</span> </div>  <div class="stream-item-price"> </div> <div class="dek">Pulse Survey Sponsored By Tata Communications</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>August 01, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry sponsored"> <div class="row"> <div class="content-area column"> <div class="nudge-up"><div class="mbm"><span class="slug--small navy-blue inverted pas font-light"><b>SPONSORED CONTENT</b> FROM Salesforce</span></div></div> <stream-item class="stream-item topic-distinction" data-id="tag:blogs.harvardbusiness.org,2007-03-31:999.386591" data-title="AI in the Health Care Industry: Driving Efficiency and Better Patient Experiences" data-url="/sponsored/2024/07/ai-in-the-health-care-industry-driving-efficiency-and-better-patient-experiences" data-topic="AI and machine learning" data-authors="" data-content-type="Research" data-content-image="/resources/images/article_assets/2024/06/CRE5121_HBRAS_thumb-383x215.png" data-summary="White Paper Sponsored By Salesforce" data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/sponsored/2024/07/ai-in-the-health-care-industry-driving-efficiency-and-better-patient-experiences" tabindex="-1"><img src="/resources/images/article_assets/2024/06/CRE5121_HBRAS_thumb-383x215.png" /></a> </figure> </div> <h3 class="hed"><a href="/sponsored/2024/07/ai-in-the-health-care-industry-driving-efficiency-and-better-patient-experiences">AI in the Health Care Industry: Driving Efficiency and Better Patient Experiences</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/ai-and-machine-learning" class="topic">AI and machine learning</a> <span class="content-type">Research</span> </div>  <div class="stream-item-price"> </div> <div class="dek">White Paper Sponsored By Salesforce</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>July 15, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H08947" data-title="How to Structure Customer Service Calls to Boost Satisfaction and Sales" data-url="/2024/07/how-to-structure-customer-service-calls-to-boost-satisfaction-and-sales" data-topic="Customer service" data-authors="Jonah Berger; Yang Li; Grant Packard" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2024/07/Jun24_29_587823648-383x215.jpg" data-summary="Researchers found that service agents yield better results when they use warm language to start and end conversations, focusing on problem-solving in the middle." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/07/how-to-structure-customer-service-calls-to-boost-satisfaction-and-sales" tabindex="-1"><img src="/resources/images/article_assets/2024/07/Jun24_29_587823648-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/07/how-to-structure-customer-service-calls-to-boost-satisfaction-and-sales">How to Structure Customer Service Calls to Boost Satisfaction and Sales</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-service" class="topic">Customer service</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Jonah Berger</li><li> Yang Li</li><li> Grant Packard</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Researchers found that service agents yield better results when they use warm language to start and end conversations, focusing on problem-solving in the middle.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>July 01, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="R2404G" data-title="Toward Healthier B2B Relationships" data-url="/2024/07/toward-healthier-b2b-relationships" data-topic="Customer experience" data-authors="Bryan Hochstein; Clay Voorhees; Ross Johnson; Neal McCoy; Vijay Mehrotra" data-content-type="Magazine Article" data-content-image="/resources/images/article_assets/2024/05/R2404G_WONG-383x215.jpg" data-summary="A new way to reduce customer churn and even expand the connection" data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/07/toward-healthier-b2b-relationships" tabindex="-1"><img src="/resources/images/article_assets/2024/05/R2404G_WONG-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/07/toward-healthier-b2b-relationships">Toward Healthier B2B Relationships</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-experience" class="topic">Customer experience</a> <span class="content-type">Magazine Article</span> <ul class="byline byline-list"><li>Bryan Hochstein</li><li> Clay Voorhees</li><li> Ross Johnson</li><li> Neal McCoy</li><li> Vijay Mehrotra</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">A new way to reduce customer churn and even expand the connection</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>From the July–August 2024 Issue</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H08ABH" data-title="How Starbucks Devalued Its Own Brand" data-url="/2024/06/how-starbucks-devalued-its-own-brand" data-topic="Customer experience" data-authors="B. Joseph Pine II; Louis-Étienne Dubois" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2024/06/Jun24_26_1623672269-383x215.jpg" data-summary="Prioritizing goals like efficiency and volume over exceptional customer experiences eroded the company’s strongest selling point." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/06/how-starbucks-devalued-its-own-brand" tabindex="-1"><img src="/resources/images/article_assets/2024/06/Jun24_26_1623672269-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/06/how-starbucks-devalued-its-own-brand">How Starbucks Devalued Its Own Brand</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-experience" class="topic">Customer experience</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>B. Joseph Pine II</li><li> Louis-Étienne Dubois</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Prioritizing goals like efficiency and volume over exceptional customer experiences eroded the company’s strongest selling point.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>June 26, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H088TC" data-title="Seasonal Businesses Can Stay Profitable in the Off-Season. Here’s How." data-url="/2024/06/seasonal-businesses-can-stay-profitable-in-the-off-season-heres-how" data-topic="Business management" data-authors="Christa Pitts" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2024/06/June24_07_113803742-2-383x215.jpg" data-summary="To find year-round success, forge genuine connections, offer impeccable customer service, and discover hidden opportunities." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/06/seasonal-businesses-can-stay-profitable-in-the-off-season-heres-how" tabindex="-1"><img src="/resources/images/article_assets/2024/06/June24_07_113803742-2-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/06/seasonal-businesses-can-stay-profitable-in-the-off-season-heres-how">Seasonal Businesses Can Stay Profitable in the Off-Season. Here’s How.</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/business-management" class="topic">Business management</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Christa Pitts</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">To find year-round success, forge genuine connections, offer impeccable customer service, and discover hidden opportunities.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>June 07, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry sponsored"> <div class="row"> <div class="content-area column"> <div class="nudge-up"><div class="mbm"><span class="slug--small navy-blue inverted pas font-light"><b>SPONSORED CONTENT</b> FROM Lumen</span></div></div> <stream-item class="stream-item topic-distinction" data-id="tag:blogs.harvardbusiness.org,2007-03-31:999.385633" data-title="Modernizing Customer Experience in Banking" data-url="/sponsored/2024/06/modernizing-customer-experience-in-banking" data-topic="Customer experience" data-authors="" data-content-type="Research" data-content-image="/resources/images/article_assets/2024/06/CRE4985_HBRAS_thumb-383x215.png" data-summary="Briefing Paper Sponsored by Lumen" data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/sponsored/2024/06/modernizing-customer-experience-in-banking" tabindex="-1"><img src="/resources/images/article_assets/2024/06/CRE4985_HBRAS_thumb-383x215.png" /></a> </figure> </div> <h3 class="hed"><a href="/sponsored/2024/06/modernizing-customer-experience-in-banking">Modernizing Customer Experience in Banking</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-experience" class="topic">Customer experience</a> <span class="content-type">Research</span> </div>  <div class="stream-item-price"> </div> <div class="dek">Briefing Paper Sponsored by Lumen</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>June 03, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H088H6" data-title="Why You Should Be Tracking Customer Surplus Value" data-url="/2024/05/why-you-should-be-tracking-customer-surplus-value" data-topic="Customer experience" data-authors="Felix Eggers; Marco Vriens; Rogier Verhulst; Jason S. Talwar; Avinash Collis" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2024/05/May24_29_5046508-383x215.jpg" data-summary="This key metric can help you measure customer loyalty." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/05/why-you-should-be-tracking-customer-surplus-value" tabindex="-1"><img src="/resources/images/article_assets/2024/05/May24_29_5046508-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/05/why-you-should-be-tracking-customer-surplus-value">Why You Should Be Tracking Customer Surplus Value</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-experience" class="topic">Customer experience</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Felix Eggers</li><li> Marco Vriens</li><li> Rogier Verhulst</li><li> Jason S. Talwar</li><li> Avinash Collis</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">This key metric can help you measure customer loyalty.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>May 29, 2024</time></li> </ul> </stream-item> </div> </div> </li> </ul> </stream-list> </stream-content> <stream-content data-stream-name="From the Store" class="stream-content"> <stream-list class="stream-list"> <ul class="stream-list" data-stream-endpoint="" data-ads-enabled="true"> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="IM1078-PDF-ENG" data-title="Electrolux: Subscribing To Growth" data-url="/product/electrolux-subscribing-to-growth/IM1078?sku=IM1078-PDF-ENG" data-topic="Strategy & Execution" data-authors="Howard H. Yu; Ivy Buche" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="Electrolux AB is the world's fifth-largest maker of consumer appliances. In November 2018, Electrolux launched the trial of a subscription-based business..." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/electrolux-subscribing-to-growth/IM1078?sku=IM1078-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/electrolux-subscribing-to-growth/IM1078?sku=IM1078-PDF-ENG">Electrolux: Subscribing To Growth</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/strategy-and-execution" class="topic">Strategy & Execution</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Howard H. Yu</li><li> Ivy Buche</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="Electrolux: Subscribing To Growth" data-product-major-topic="Strategy & Execution" data-product-author=" Howard H. Yu" data-product-price="11.95" data-product-availability-status="" data-publication-date="November 10, 2020" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="IM1078-PDF-ENG" data-product-url="/product/electrolux-subscribing-to-growth/IM1078?sku=IM1078-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/electrolux-subscribing-to-growth/IM1078?sku=IM1078-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Electrolux AB is the world's fifth-largest maker of consumer appliances. In November 2018, Electrolux launched the trial of a subscription-based business...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>November 10, 2020</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="606063-PDF-ENG" data-title="Customer-Introduced Variability in Service Operations" data-url="/product/customer-introduced-variability-in-service-operations/606063?sku=606063-PDF-ENG" data-topic="Technology & Operations" data-authors="Frances X. Frei" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate..." data-list-price="8.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/customer-introduced-variability-in-service-operations/606063?sku=606063-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/customer-introduced-variability-in-service-operations/606063?sku=606063-PDF-ENG">Customer-Introduced Variability in Service Operations</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/technology-and-operations" class="topic">Technology & Operations</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Frances X. Frei</li></ul> </div>  <div class="stream-item-price"> <div class="price">8.95</div> <add-to-cart class="add-to-cart" data-product-title="Customer-Introduced Variability in Service Operations" data-product-major-topic="Technology & Operations" data-product-author=" Frances X. Frei" data-product-price="8.95" data-product-availability-status="" data-publication-date="March 14, 2006" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="606063-PDF-ENG" data-product-url="/product/customer-introduced-variability-in-service-operations/606063?sku=606063-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/customer-introduced-variability-in-service-operations/606063?sku=606063-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>March 14, 2006</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="10690-HBK-ENG" data-title="Personalized: Customer Strategy in the Age of AI" data-url="/product/personalized-customer-strategy-in-the-age-of-ai/10690?sku=10690-HBK-ENG" data-topic="Management" data-authors="Mark Abraham; David C. Edelman" data-content-type="Book" data-content-image="/resources/images/products/10690_500.png" data-summary="In a world where consumers expect more--instantly and seamlessly--personalization is a strategic imperative. Consumers want personalized experiences,..." data-list-price="32"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/personalized-customer-strategy-in-the-age-of-ai/10690?sku=10690-HBK-ENG" tabindex="-1"><img src="/resources/images/products/10690_500.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/personalized-customer-strategy-in-the-age-of-ai/10690?sku=10690-HBK-ENG">Personalized: Customer Strategy in the Age of AI</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/management" class="topic">Management</a> <span class="content-type">Book</span> <ul class="byline byline-list"><li>Mark Abraham</li><li> David C. Edelman</li></ul> </div>  <div class="stream-item-price"> <div class="price">32.00</div> <add-to-cart class="add-to-cart" data-product-title="Personalized: Customer Strategy in the Age of AI" data-product-major-topic="Management" data-product-author=" Mark Abraham" data-product-price="32.00" data-product-availability-status="" data-publication-date="October 15, 2024" data-product-image="/resources/images/products/10690_500.png" data-product-id="10690-HBK-ENG" data-product-url="/product/personalized-customer-strategy-in-the-age-of-ai/10690?sku=10690-HBK-ENG" data-product-content-type="Book" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/personalized-customer-strategy-in-the-age-of-ai/10690?sku=10690-HBK-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">In a world where consumers expect more--instantly and seamlessly--personalization is a strategic imperative. Consumers want personalized experiences,...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>October 15, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="HK1015-PDF-ENG" data-title="THE HONG KONG JOCKEY CLUB: TRANSFORMING CUSTOMER EXPERIENCE THROUGH INFORMATION TECHNOLOGY" data-url="/product/the-hong-kong-jockey-club-transforming-customer-experience-through-information-technology/HK1015?sku=HK1015-PDF-ENG" data-topic="Leadership & Managing People" data-authors="Ali Farhoomand; Sander Zwanenburg" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="For over 125 years, the Hong Kong Jockey Club (the Club) had been Hong Kong's only organizer of horse races. Although it had made horse race betting a..." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/the-hong-kong-jockey-club-transforming-customer-experience-through-information-technology/HK1015?sku=HK1015-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/the-hong-kong-jockey-club-transforming-customer-experience-through-information-technology/HK1015?sku=HK1015-PDF-ENG">THE HONG KONG JOCKEY CLUB: TRANSFORMING CUSTOMER EXPERIENCE THROUGH INFORMATION TECHNOLOGY</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/leadership-and-managing-people" class="topic">Leadership & Managing People</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Ali Farhoomand</li><li> Sander Zwanenburg</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="THE HONG KONG JOCKEY CLUB: TRANSFORMING CUSTOMER EXPERIENCE THROUGH INFORMATION TECHNOLOGY" data-product-major-topic="Leadership & Managing People" data-product-author=" Ali Farhoomand" data-product-price="11.95" data-product-availability-status="" data-publication-date="August 23, 2013" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="HK1015-PDF-ENG" data-product-url="/product/the-hong-kong-jockey-club-transforming-customer-experience-through-information-technology/HK1015?sku=HK1015-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/the-hong-kong-jockey-club-transforming-customer-experience-through-information-technology/HK1015?sku=HK1015-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">For over 125 years, the Hong Kong Jockey Club (the Club) had been Hong Kong's only organizer of horse races. Although it had made horse race betting a...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>August 23, 2013</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry" js-target="stream-ad-container"> <aside class="backdrop-white"> <div class="row"> <div class="small-12 column text-center"> <div class="mts mbm ad-container"> <div id="DFP_FEED_pos5_tab3"> <script type="text/javascript"> if (isAdobeSync()) googletag.cmd.push(function() { googletag.display("DFP_FEED_pos5_tab3"); }); </script> </div> </div> </div> </div> </aside> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="TU0021-PDF-ENG" data-title="The Haidilao Company" data-url="/product/the-haidilao-company/TU0021?sku=TU0021-PDF-ENG" data-topic="Strategy & Execution" data-authors="F. Warren McFarlan; Zheng Xiaoming; Ziqian Zhao" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="Haidilao Hot Pot brings customers delightful dining experience. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped..." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/the-haidilao-company/TU0021?sku=TU0021-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/the-haidilao-company/TU0021?sku=TU0021-PDF-ENG">The Haidilao Company</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/strategy-and-execution" class="topic">Strategy & Execution</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>F. Warren McFarlan</li><li> Zheng Xiaoming</li><li> Ziqian Zhao</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="The Haidilao Company" data-product-major-topic="Strategy & Execution" data-product-author=" F. Warren McFarlan" data-product-price="11.95" data-product-availability-status="" data-publication-date="November 04, 2011" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="TU0021-PDF-ENG" data-product-url="/product/the-haidilao-company/TU0021?sku=TU0021-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/the-haidilao-company/TU0021?sku=TU0021-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Haidilao Hot Pot brings customers delightful dining experience. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>November 04, 2011</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="409P02-PDF-POR" data-title="Harrah's Entertainment, Inc.: Rewarding Our People" data-url="/product/harrah-s-entertainment-inc-rewarding-our-people/403008?sku=409P02-PDF-POR" data-topic="Organizational Development" data-authors="Thomas J. DeLong; Vineeta Vijayaraghavan" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="Marilyn Winn, head of human resources at Harrah's Entertainment, must make a recommendation to the company's president and CEO about whether the existing..." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/harrah-s-entertainment-inc-rewarding-our-people/403008?sku=409P02-PDF-POR" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/harrah-s-entertainment-inc-rewarding-our-people/403008?sku=409P02-PDF-POR">Harrah's Entertainment, Inc.: Rewarding Our People</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/organizational-development" class="topic">Organizational Development</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Thomas J. DeLong</li><li> Vineeta Vijayaraghavan</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="Harrah's Entertainment, Inc.: Rewarding Our People" data-product-major-topic="Organizational Development" data-product-author=" Thomas J. DeLong" data-product-price="11.95" data-product-availability-status="" data-publication-date="July 23, 2002" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="409P02-PDF-POR" data-product-url="/product/harrah-s-entertainment-inc-rewarding-our-people/403008?sku=409P02-PDF-POR" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/harrah-s-entertainment-inc-rewarding-our-people/403008?sku=409P02-PDF-POR" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Marilyn Winn, head of human resources at Harrah's Entertainment, must make a recommendation to the company's president and CEO about whether the existing...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>July 23, 2002</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="IM1249-PDF-ENG" data-title="Roasting plant coffee: From engineer's dream to customer's delight" data-url="/product/roasting-plant-coffee-from-engineer-s-dream-to-customer-s-delight/IM1249?sku=IM1249-PDF-ENG" data-topic="Strategy & Execution" data-authors="Jim Pulcrano; John Huffman; Luiz Felipe Kossmann de Menezes; Pablo Cadaval Santos; Rodrigo Paupitz; Bhevan Chandrasena; Ivan Breiter; Felipe Elink Schuurman; Markus Masseli" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="Our story starts in 2001. Mike Caswell, an engineer and early Starbuck's employee, creates a technology that permits better flavor and increased margins,..." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/roasting-plant-coffee-from-engineer-s-dream-to-customer-s-delight/IM1249?sku=IM1249-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/roasting-plant-coffee-from-engineer-s-dream-to-customer-s-delight/IM1249?sku=IM1249-PDF-ENG">Roasting plant coffee: From engineer's dream to customer's delight</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/strategy-and-execution" class="topic">Strategy & Execution</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Jim Pulcrano</li><li> John Huffman</li><li> Luiz Felipe Kossmann de Menezes</li><li> Pablo Cadaval Santos</li><li> Rodrigo Paupitz</li><li> Bhevan Chandrasena</li><li> Ivan Breiter</li><li> Felipe Elink Schuurman</li><li> Markus Masseli</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="Roasting plant coffee: From engineer's dream to customer's delight" data-product-major-topic="Strategy & Execution" data-product-author=" Jim Pulcrano" data-product-price="11.95" data-product-availability-status="" data-publication-date="July 21, 2022" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="IM1249-PDF-ENG" data-product-url="/product/roasting-plant-coffee-from-engineer-s-dream-to-customer-s-delight/IM1249?sku=IM1249-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/roasting-plant-coffee-from-engineer-s-dream-to-customer-s-delight/IM1249?sku=IM1249-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Our story starts in 2001. Mike Caswell, an engineer and early Starbuck's employee, creates a technology that permits better flavor and increased margins,...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>July 21, 2022</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="717S06-PDF-SPA" data-title="Aldi: The Dark Horse Discounter" data-url="/product/aldi-the-dark-horse-discounter/714474?sku=717S06-PDF-SPA" data-topic="Strategy & Execution" data-authors="Eric Van Den Steen; David Lane" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="In 2013, Aldi-the world's 8th largest retailer-planned to accelerate its US expansion. Aldi was a German-based hard discounter that sold a limited assortment..." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/aldi-the-dark-horse-discounter/714474?sku=717S06-PDF-SPA" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/aldi-the-dark-horse-discounter/714474?sku=717S06-PDF-SPA">Aldi: The Dark Horse Discounter</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/strategy-and-execution" class="topic">Strategy & Execution</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Eric Van Den Steen</li><li> David Lane</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="Aldi: The Dark Horse Discounter" data-product-major-topic="Strategy & Execution" data-product-author=" Eric Van Den Steen" data-product-price="11.95" data-product-availability-status="" data-publication-date="February 07, 2014" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="717S06-PDF-SPA" data-product-url="/product/aldi-the-dark-horse-discounter/714474?sku=717S06-PDF-SPA" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/aldi-the-dark-horse-discounter/714474?sku=717S06-PDF-SPA" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">In 2013, Aldi-the world's 8th largest retailer-planned to accelerate its US expansion. Aldi was a German-based hard discounter that sold a limited assortment...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>February 07, 2014</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry" js-target="stream-ad-container"> <aside class="backdrop-white"> <div class="row"> <div class="small-12 column text-center"> <div class="mts mbm ad-container"> <div id="DFP_FEED_pos6_tab3"> <script type="text/javascript"> if (isAdobeSync()) googletag.cmd.push(function() { googletag.display("DFP_FEED_pos6_tab3"); }); </script> </div> </div> </div> </div> </aside> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="ST23-PDF-ENG" data-title="Fat Angelo's Italian Restaurants: Managing the Customer Waiting Experience" data-url="/product/fat-angelo-s-italian-restaurants-managing-the-customer-waiting-experience/ST23?sku=ST23-PDF-ENG" data-topic="Technology & Operations" data-authors="Ronald Lau; Joseph Santana Fernandez" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="Fat Angelos was a well-established and renowned family style Italian restaurant chain in Hong Kong. Its popularity, however, created challenges. One daily..." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/fat-angelo-s-italian-restaurants-managing-the-customer-waiting-experience/ST23?sku=ST23-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/fat-angelo-s-italian-restaurants-managing-the-customer-waiting-experience/ST23?sku=ST23-PDF-ENG">Fat Angelo's Italian Restaurants: Managing the Customer Waiting Experience</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/technology-and-operations" class="topic">Technology & Operations</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Ronald Lau</li><li> Joseph Santana Fernandez</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="Fat Angelo's Italian Restaurants: Managing the Customer Waiting Experience" data-product-major-topic="Technology & Operations" data-product-author=" Ronald Lau" data-product-price="11.95" data-product-availability-status="" data-publication-date="April 22, 2014" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="ST23-PDF-ENG" data-product-url="/product/fat-angelo-s-italian-restaurants-managing-the-customer-waiting-experience/ST23?sku=ST23-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/fat-angelo-s-italian-restaurants-managing-the-customer-waiting-experience/ST23?sku=ST23-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Fat Angelos was a well-established and renowned family style Italian restaurant chain in Hong Kong. Its popularity, however, created challenges. One daily...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>April 22, 2014</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="617S03-PDF-SPA" data-title="IDEO: Human-Centered Service Design" data-url="/product/ideo-human-centered-service-design/615022?sku=617S03-PDF-SPA" data-topic="Leadership & Managing People" data-authors="Ryan W. Buell; Andrew Otazo" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers..." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/ideo-human-centered-service-design/615022?sku=617S03-PDF-SPA" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/ideo-human-centered-service-design/615022?sku=617S03-PDF-SPA">IDEO: Human-Centered Service Design</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/leadership-and-managing-people" class="topic">Leadership & Managing People</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Ryan W. Buell</li><li> Andrew Otazo</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="IDEO: Human-Centered Service Design" data-product-major-topic="Leadership & Managing People" data-product-author=" Ryan W. Buell" data-product-price="11.95" data-product-availability-status="" data-publication-date="October 03, 2014" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="617S03-PDF-SPA" data-product-url="/product/ideo-human-centered-service-design/615022?sku=617S03-PDF-SPA" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/ideo-human-centered-service-design/615022?sku=617S03-PDF-SPA" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>October 03, 2014</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="523026-PDF-ENG" data-title="Pointillist: Building a Business in Customer Journey Analytics" data-url="/product/pointillist-building-a-business-in-customer-journey-analytics/523026?sku=523026-PDF-ENG" data-topic="Sales & Marketing" data-authors="David C. Edelman" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="Growth challenges in building a SAAS business using AI for Customer Experience analysis." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/pointillist-building-a-business-in-customer-journey-analytics/523026?sku=523026-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/pointillist-building-a-business-in-customer-journey-analytics/523026?sku=523026-PDF-ENG">Pointillist: Building a Business in Customer Journey Analytics</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/sales-and-marketing" class="topic">Sales & Marketing</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>David C. Edelman</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="Pointillist: Building a Business in Customer Journey Analytics" data-product-major-topic="Sales & Marketing" data-product-author=" David C. Edelman" data-product-price="11.95" data-product-availability-status="" data-publication-date="September 06, 2022" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="523026-PDF-ENG" data-product-url="/product/pointillist-building-a-business-in-customer-journey-analytics/523026?sku=523026-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/pointillist-building-a-business-in-customer-journey-analytics/523026?sku=523026-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Growth challenges in building a SAAS business using AI for Customer Experience analysis.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>September 06, 2022</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="IES962-PDF-ENG" data-title="Findasense (A): Scaling Up Meaningful CX" data-url="/product/findasense-a-scaling-up-meaningful-cx/IES962?sku=IES962-PDF-ENG" data-topic="Management" data-authors="Lucas Pinheiro Saurin; Julia Prats" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="Global digital and omnichannel customer experience company headquartered in Spain with revenues of 17.4 million euros. An ever-expanding company for the..." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/findasense-a-scaling-up-meaningful-cx/IES962?sku=IES962-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/findasense-a-scaling-up-meaningful-cx/IES962?sku=IES962-PDF-ENG">Findasense (A): Scaling Up Meaningful CX</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/management" class="topic">Management</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Lucas Pinheiro Saurin</li><li> Julia Prats</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="Findasense (A): Scaling Up Meaningful CX" data-product-major-topic="Management" data-product-author=" Lucas Pinheiro Saurin" data-product-price="11.95" data-product-availability-status="" data-publication-date="June 07, 2022" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="IES962-PDF-ENG" data-product-url="/product/findasense-a-scaling-up-meaningful-cx/IES962?sku=IES962-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/findasense-a-scaling-up-meaningful-cx/IES962?sku=IES962-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Global digital and omnichannel customer experience company headquartered in Spain with revenues of 17.4 million euros. An ever-expanding company for the...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>June 07, 2022</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="10254-PBK-ENG" data-title="The Experience Economy, Updated Edition" data-url="/product/the-experience-economy-work-is-theatre-every-business-a-stage/8192?sku=10254-PBK-ENG" data-topic="Sales & Marketing" data-authors="B. Joseph Pine II; James H. Gilmore" data-content-type="Book" data-content-image="/resources/images/products/10254_500.png" data-summary="In 1999, Joseph Pine and James Gilmore offered this idea to readers as a new way to think about connecting with customers and securing their loyalty...." data-list-price="28"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/the-experience-economy-work-is-theatre-every-business-a-stage/8192?sku=10254-PBK-ENG" tabindex="-1"><img src="/resources/images/products/10254_500.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/the-experience-economy-work-is-theatre-every-business-a-stage/8192?sku=10254-PBK-ENG">The Experience Economy, Updated Edition</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/sales-and-marketing" class="topic">Sales & Marketing</a> <span class="content-type">Book</span> <ul class="byline byline-list"><li>B. Joseph Pine II</li><li> James H. Gilmore</li></ul> </div>  <div class="stream-item-price"> <div class="price">28.00</div> <add-to-cart class="add-to-cart" data-product-title="The Experience Economy, Updated Edition" data-product-major-topic="Sales & Marketing" data-product-author=" B. Joseph Pine II" data-product-price="28.00" data-product-availability-status="" data-publication-date="July 07, 2011" data-product-image="/resources/images/products/10254_500.png" data-product-id="10254-PBK-ENG" data-product-url="/product/the-experience-economy-work-is-theatre-every-business-a-stage/8192?sku=10254-PBK-ENG" data-product-content-type="Book" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/the-experience-economy-work-is-theatre-every-business-a-stage/8192?sku=10254-PBK-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">In 1999, Joseph Pine and James Gilmore offered this idea to readers as a new way to think about connecting with customers and securing their loyalty....</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>July 07, 2011</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="718423-PDF-ENG" data-title="Tempur Sealy International (B)" data-url="/product/tempur-sealy-international-b/718423?sku=718423-PDF-ENG" data-topic="Strategy & Execution" data-authors="Benjamin C. Esty; Lauren G. Pickle" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="Analyzes the commercial relationship between Tempur Sealy and Mattress Firm following the events discussed in the (A) case." data-list-price="5"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/tempur-sealy-international-b/718423?sku=718423-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/tempur-sealy-international-b/718423?sku=718423-PDF-ENG">Tempur Sealy International (B)</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/strategy-and-execution" class="topic">Strategy & Execution</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Benjamin C. Esty</li><li> Lauren G. Pickle</li></ul> </div>  <div class="stream-item-price"> <div class="price">5.00</div> <add-to-cart class="add-to-cart" data-product-title="Tempur Sealy International (B)" data-product-major-topic="Strategy & Execution" data-product-author=" Benjamin C. Esty" data-product-price="5.00" data-product-availability-status="" data-publication-date="September 06, 2017" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="718423-PDF-ENG" data-product-url="/product/tempur-sealy-international-b/718423?sku=718423-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/tempur-sealy-international-b/718423?sku=718423-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Analyzes the commercial relationship between Tempur Sealy and Mattress Firm following the events discussed in the (A) case.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>September 06, 2017</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="905A17-PDF-ENG" data-title="Note on Customer Care and Service" data-url="/product/note-on-customer-care-and-service/905A17?sku=905A17-PDF-ENG" data-topic="Sales & Marketing" data-authors="Michael R. Pearce" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="This note is about customer care: what it is and how to manage it in a retail operation. Customer care, often referred to as customer service, has become..." data-list-price="8.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/note-on-customer-care-and-service/905A17?sku=905A17-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/note-on-customer-care-and-service/905A17?sku=905A17-PDF-ENG">Note on Customer Care and Service</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/sales-and-marketing" class="topic">Sales & Marketing</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Michael R. Pearce</li></ul> </div>  <div class="stream-item-price"> <div class="price">8.95</div> <add-to-cart class="add-to-cart" data-product-title="Note on Customer Care and Service" data-product-major-topic="Sales & Marketing" data-product-author=" Michael R. Pearce" data-product-price="8.95" data-product-availability-status="" data-publication-date="October 28, 2005" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="905A17-PDF-ENG" data-product-url="/product/note-on-customer-care-and-service/905A17?sku=905A17-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/note-on-customer-care-and-service/905A17?sku=905A17-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">This note is about customer care: what it is and how to manage it in a retail operation. Customer care, often referred to as customer service, has become...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>October 28, 2005</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry list-style-none"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="144HBD-HTM-ENG" data-title="Eataly: Reimagining the Grocery Store (Multimedia Case)" data-url="/product/eataly-reimagining-the-grocery-store-multimedia-case/144HBD?sku=144HBD-HTM-ENG" data-topic="Management" data-authors="Sunil Gupta; Michela Addis; Ruth Page" data-content-type="Tool" data-content-image="/resources/images/products/generic-tool.png" data-summary="Within a few years of its operations, the Italian-based supermarket Eataly created a lot of buzz and excitement among consumers and media. Eataly's initial..." data-list-price="25"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/eataly-reimagining-the-grocery-store-multimedia-case/144HBD?sku=144HBD-HTM-ENG" tabindex="-1"><img src="/resources/images/products/generic-tool.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/eataly-reimagining-the-grocery-store-multimedia-case/144HBD?sku=144HBD-HTM-ENG">Eataly: Reimagining the Grocery Store (Multimedia Case)</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/management" class="topic">Management</a> <span class="content-type">Tool</span> <ul class="byline byline-list"><li>Sunil Gupta</li><li> Michela Addis</li><li> Ruth Page</li></ul> </div>  <div class="stream-item-price"> <div class="price">25.00</div> <add-to-cart class="add-to-cart" data-product-title="Eataly: Reimagining the Grocery Store (Multimedia Case)" data-product-major-topic="Management" data-product-author=" Sunil Gupta" data-product-price="25.00" data-product-availability-status="" data-publication-date="January 26, 2015" data-product-image="/resources/images/products/generic-tool.png" data-product-id="144HBD-HTM-ENG" data-product-url="/product/eataly-reimagining-the-grocery-store-multimedia-case/144HBD?sku=144HBD-HTM-ENG" data-product-content-type="Tool" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/eataly-reimagining-the-grocery-store-multimedia-case/144HBD?sku=144HBD-HTM-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Within a few years of its operations, the Italian-based supermarket Eataly created a lot of buzz and excitement among consumers and media. Eataly's initial...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>January 26, 2015</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="HKU295-PDF-ENG" data-title="Towngas: Achieving Competitive Advantage Through Customer Relationship Management" data-url="/product/towngas-achieving-competitive-advantage-through-customer-relationship-management/HKU295?sku=HKU295-PDF-ENG" data-topic="Strategy & Execution" data-authors="Benjamin Yen; Monica Wong" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="Towngas, an exclusive supplier of piped naphtha gas and one of the oldest energy suppliers in Hong Kong, invested millions of dollars in its customer..." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/towngas-achieving-competitive-advantage-through-customer-relationship-management/HKU295?sku=HKU295-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/towngas-achieving-competitive-advantage-through-customer-relationship-management/HKU295?sku=HKU295-PDF-ENG">Towngas: Achieving Competitive Advantage Through Customer Relationship Management</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/strategy-and-execution" class="topic">Strategy & Execution</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Benjamin Yen</li><li> Monica Wong</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="Towngas: Achieving Competitive Advantage Through Customer Relationship Management" data-product-major-topic="Strategy & Execution" data-product-author=" Benjamin Yen" data-product-price="11.95" data-product-availability-status="" data-publication-date="September 19, 2003" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="HKU295-PDF-ENG" data-product-url="/product/towngas-achieving-competitive-advantage-through-customer-relationship-management/HKU295?sku=HKU295-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/towngas-achieving-competitive-advantage-through-customer-relationship-management/HKU295?sku=HKU295-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Towngas, an exclusive supplier of piped naphtha gas and one of the oldest energy suppliers in Hong Kong, invested millions of dollars in its customer...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>September 19, 2003</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="602056-PDF-ENG" data-title="SonoSite: A View Inside" data-url="/product/sonosite-a-view-inside/602056?sku=602056-PDF-ENG" data-topic="Technology & Operations" data-authors="Clayton M. Christensen; Jeremy B. Dann" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="After its spin-off from one of the world's largest ultrasound makers, Sonosite attempts to popularize a new kind of handheld ultrasound units. Sonosite..." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/sonosite-a-view-inside/602056?sku=602056-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/sonosite-a-view-inside/602056?sku=602056-PDF-ENG">SonoSite: A View Inside</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/technology-and-operations" class="topic">Technology & Operations</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Clayton M. Christensen</li><li> Jeremy B. Dann</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="SonoSite: A View Inside" data-product-major-topic="Technology & Operations" data-product-author=" Clayton M. Christensen" data-product-price="11.95" data-product-availability-status="" data-publication-date="August 10, 2001" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="602056-PDF-ENG" data-product-url="/product/sonosite-a-view-inside/602056?sku=602056-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/sonosite-a-view-inside/602056?sku=602056-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">After its spin-off from one of the world's largest ultrasound makers, Sonosite attempts to popularize a new kind of handheld ultrasound units. Sonosite...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>August 10, 2001</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="606048-PDF-ENG" data-title="Magazine Luiza: Building a Retail Model of "Courting the Poor"" data-url="/product/magazine-luiza-building-a-retail-model-of-courting-the-poor/606048?sku=606048-PDF-ENG" data-topic="Technology & Operations" data-authors="Frances X. Frei" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="Describes the innovative retail model of the Brazilian firm Magazine Luiza. Magazine Luiza enables low-income consumer credit by applying a flexible and..." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/magazine-luiza-building-a-retail-model-of-courting-the-poor/606048?sku=606048-PDF-ENG" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/magazine-luiza-building-a-retail-model-of-courting-the-poor/606048?sku=606048-PDF-ENG">Magazine Luiza: Building a Retail Model of "Courting the Poor"</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/technology-and-operations" class="topic">Technology & Operations</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Frances X. Frei</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="Magazine Luiza: Building a Retail Model of "Courting the Poor"" data-product-major-topic="Technology & Operations" data-product-author=" Frances X. Frei" data-product-price="11.95" data-product-availability-status="" data-publication-date="October 19, 2005" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="606048-PDF-ENG" data-product-url="/product/magazine-luiza-building-a-retail-model-of-courting-the-poor/606048?sku=606048-PDF-ENG" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/magazine-luiza-building-a-retail-model-of-courting-the-poor/606048?sku=606048-PDF-ENG" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Describes the innovative retail model of the Brazilian firm Magazine Luiza. Magazine Luiza enables low-income consumer credit by applying a flexible and...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>October 19, 2005</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="617S10-PDF-SPA" data-title="Netflix in 2011" data-url="/product/netflix-in-2011/615007?sku=617S10-PDF-SPA" data-topic="Strategy & Execution" data-authors="Willy Shih; Stephen P. Kaufman" data-content-type="Case Study" data-content-image="/resources/images/products/generic-case-study.png" data-summary="Reed Hastings founded Netflix to provide a home movie service that would do a better job satisfying customers than the traditional retail rental model...." data-list-price="11.95"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/product/netflix-in-2011/615007?sku=617S10-PDF-SPA" tabindex="-1"><img src="/resources/images/products/generic-case-study.png" /></a> </figure> </div> <h3 class="hed"><a href="/product/netflix-in-2011/615007?sku=617S10-PDF-SPA">Netflix in 2011</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/strategy-and-execution" class="topic">Strategy & Execution</a> <span class="content-type">Case Study</span> <ul class="byline byline-list"><li>Willy Shih</li><li> Stephen P. Kaufman</li></ul> </div>  <div class="stream-item-price"> <div class="price">11.95</div> <add-to-cart class="add-to-cart" data-product-title="Netflix in 2011" data-product-major-topic="Strategy & Execution" data-product-author=" Willy Shih" data-product-price="11.95" data-product-availability-status="" data-publication-date="August 19, 2014" data-product-image="/resources/images/products/generic-case-study.png" data-product-id="617S10-PDF-SPA" data-product-url="/product/netflix-in-2011/615007?sku=617S10-PDF-SPA" data-product-content-type="Case Study" data-product-format="" data-referral="03069" > <input type="hidden" js-target="item-quantity" value="1"> <a href="/product/netflix-in-2011/615007?sku=617S10-PDF-SPA" class="button button--tight">View Details</a> </add-to-cart> </div> <div class="dek">Reed Hastings founded Netflix to provide a home movie service that would do a better job satisfying customers than the traditional retail rental model....</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>August 19, 2014</time></li> </ul> </stream-item> </div> </div> </li> </ul> </stream-list> </stream-content> <stream-content data-stream-name="For You" class="stream-content"> <stream-list class="stream-list"> <ul class="stream-list" data-stream-endpoint="" data-ads-enabled="true"> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H02TMM-PDF-ENG" data-title="What We Can Learn from One of the World's Most-Mocked Cars" data-url="/2016/04/what-we-can-learn-from-one-of-the-worlds-most-mocked-cars" data-topic="Sales & Marketing" data-authors="Gabor George Burt" data-content-type="Digital Article" data-content-image="" data-summary="Never stop listening to your customers." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2016/04/what-we-can-learn-from-one-of-the-worlds-most-mocked-cars" tabindex="-1"><img src="" /></a> </figure> </div> <h3 class="hed"><a href="/2016/04/what-we-can-learn-from-one-of-the-worlds-most-mocked-cars">What We Can Learn from One of the World's Most-Mocked Cars</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/sales-and-marketing" class="topic">Sales & Marketing</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Gabor George Burt</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Never stop listening to your customers.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/what-we-can-learn-from-one-of-the-world-s-most-mocked-cars/H02TMM?sku=H02TMM-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>April 22, 2016</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="79204" data-title="The New Back Office Focuses on Customer Service" data-url="/1979/03/the-new-back-office-focuses-on-customer-service" data-topic="Organizational restructuring" data-authors="Richard J. Matteis" data-content-type="Magazine Article" data-content-image="" data-summary="In 1970, Citibank’s services rated poorly when compared with other banks’. In response, management ordered an overhaul of the services area and brought in managers with experience in manufacturing environments to make the services more efficient. That program succeeded in ensuring new processing efficiency and management control; yet it did not go far enough in […]" data-list-price="0"> <div class="stream-image" aria-hidden="true"> </div> <h3 class="hed"><a href="/1979/03/the-new-back-office-focuses-on-customer-service">The New Back Office Focuses on Customer Service</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/organizational-restructuring" class="topic">Organizational restructuring</a> <span class="content-type">Magazine Article</span> <ul class="byline byline-list"><li>Richard J. Matteis</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">In 1970, Citibank’s services rated poorly when compared with other banks’. In response, management ordered an overhaul of the services area and brought in managers with experience in manufacturing environments to make the services more efficient. That program succeeded in ensuring new processing efficiency and management control; yet it did not go far enough in […]</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>From the March–April 1979 Issue</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H000VB" data-title="Expose Your Company’s Blind Spots" data-url="/2008/03/expose-your-companys-blind-spo-2" data-topic="Customer experience" data-authors="Rita Gunther McGrath" data-content-type="Digital Article" data-content-image="" data-summary="Is your company unintentionally keeping your most senior people from getting the feedback they most need? It can easily happen as an unintended consequence of success. Consider these situations: Senior executives at car companies drive only the newest models: For decades, the top executives at America’s leading automobile manufacturers always drove models fresh from the […]" data-list-price="0"> <div class="stream-image" aria-hidden="true"> </div> <h3 class="hed"><a href="/2008/03/expose-your-companys-blind-spo-2">Expose Your Company’s Blind Spots</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-experience" class="topic">Customer experience</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Rita Gunther McGrath</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Is your company unintentionally keeping your most senior people from getting the feedback they most need? It can easily happen as an unintended consequence of success. Consider these situations: Senior executives at car companies drive only the newest models: For decades, the top executives at America’s leading automobile manufacturers always drove models fresh from the […]</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>March 31, 2008</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H088H6" data-title="Why You Should Be Tracking Customer Surplus Value" data-url="/2024/05/why-you-should-be-tracking-customer-surplus-value" data-topic="Customer experience" data-authors="Felix Eggers; Marco Vriens; Rogier Verhulst; Jason S. Talwar; Avinash Collis" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2024/05/May24_29_5046508-383x215.jpg" data-summary="This key metric can help you measure customer loyalty." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2024/05/why-you-should-be-tracking-customer-surplus-value" tabindex="-1"><img src="/resources/images/article_assets/2024/05/May24_29_5046508-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2024/05/why-you-should-be-tracking-customer-surplus-value">Why You Should Be Tracking Customer Surplus Value</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-experience" class="topic">Customer experience</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Felix Eggers</li><li> Marco Vriens</li><li> Rogier Verhulst</li><li> Jason S. Talwar</li><li> Avinash Collis</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">This key metric can help you measure customer loyalty.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>May 29, 2024</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry" js-target="stream-ad-container"> <aside class="backdrop-white"> <div class="row"> <div class="small-12 column text-center"> <div class="mts mbm ad-container"> <div id="DFP_FEED_pos5_tab4"> <script type="text/javascript"> if (isAdobeSync()) googletag.cmd.push(function() { googletag.display("DFP_FEED_pos5_tab4"); }); </script> </div> </div> </div> </div> </aside> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H006SY" data-title="Innovations in Service Must Look Beyond the Obvious" data-url="/2011/02/innovations-in-service-must-lo" data-topic="Innovation" data-authors="Lance A. Bettencourt" data-content-type="Digital Article" data-content-image="" data-summary="The news from Google this week is that it has launched a ninth version of its Chrome browser, with the biggest change being that it incorporates the “instant” capabilities the company introduced in 2010. As you probably know, Google Instant is the enhancement to Google’s search engine that begins suggesting results even as you type. […]" data-list-price="0"> <div class="stream-image" aria-hidden="true"> </div> <h3 class="hed"><a href="/2011/02/innovations-in-service-must-lo">Innovations in Service Must Look Beyond the Obvious</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/innovation" class="topic">Innovation</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Lance A. Bettencourt</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">The news from Google this week is that it has launched a ninth version of its Chrome browser, with the biggest change being that it incorporates the “instant” capabilities the company introduced in 2010. As you probably know, Google Instant is the enhancement to Google’s search engine that begins suggesting results even as you type. […]</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>February 07, 2011</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry sponsored"> <div class="row"> <div class="content-area column"> <div class="nudge-up"><span class="slug--small navy-blue inverted pas font-light"><b>SPONSOR CONTENT</b> FROM SALESFORCE</span></div> <stream-item class="stream-item topic-distinction" data-id="tag:blogs.harvardbusiness.org,2007-03-31:999.302786" data-title="A Blueprint for Becoming a Customer-Centered Company" data-url="/sponsored/2021/07/a-blueprint-for-becoming-a-customer-centered-company" data-topic="Customer service" data-authors="" data-content-type="Sponsor Content" data-content-image="/resources/images/article_assets/2021/07/Picture1-383x215.png" data-summary="Sponsor content from Salesforce." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/sponsored/2021/07/a-blueprint-for-becoming-a-customer-centered-company" tabindex="-1"><img src="/resources/images/article_assets/2021/07/Picture1-383x215.png" /></a> </figure> </div> <h3 class="hed"><a href="/sponsored/2021/07/a-blueprint-for-becoming-a-customer-centered-company">A Blueprint for Becoming a Customer-Centered Company</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/customer-service" class="topic">Customer service</a> <span class="content-type">Sponsor Content</span> </div>  <div class="stream-item-price"> </div> <div class="dek">Sponsor content from Salesforce.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>July 22, 2021</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H008HO-PDF-ENG" data-title="The Value in Wowing Your Customers" data-url="/2012/03/the-value-in-wowing-your-customers" data-topic="Sales & Marketing" data-authors="Fred Reichheld" data-content-type="Digital Article" data-content-image="" data-summary="A friend of mine in Dallas loves the local Chick-fil-A restaurant. 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An employee named Jose once asked my friend's three-year-old to help with...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/the-value-in-wowing-your-customers/H008HO?sku=H008HO-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>March 13, 2012</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H002LH" data-title="Why the Recording Industry Really Stopped Suing Its Customers" data-url="/2008/12/why-the-riaa-stopped-suing" data-topic="Competitive strategy" data-authors="David Silverman" data-content-type="Digital Article" data-content-image="" data-summary="The RIAA (Recording Industry Association of America) has announced that they’re going to stop suing people for pirating music on P2P networks. 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For those over 30, it may come as a surprise that the record companies were suing random individuals for […]</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility pubdate"><time>December 22, 2008</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry" js-target="stream-ad-container"> <aside class="backdrop-white"> <div class="row"> <div class="small-12 column text-center"> <div class="mts mbm ad-container"> <div id="DFP_FEED_pos6_tab4"> <script type="text/javascript"> if (isAdobeSync()) googletag.cmd.push(function() { googletag.display("DFP_FEED_pos6_tab4"); }); </script> </div> </div> </div> </div> </aside> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H02WFL-PDF-ENG" data-title="How IDEO Designers Persuade Companies to Accept Change" data-url="/2016/05/how-ideo-designers-persuade-companies-to-accept-change" data-topic="Leadership & Managing People" data-authors="Ashlea Powell" data-content-type="Digital Article" data-content-image="/resources/images/article_assets/2016/05/may16-17-hbr-012-culture-383x215.jpg" data-summary="They engage decision makers' emotions." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2016/05/how-ideo-designers-persuade-companies-to-accept-change" tabindex="-1"><img src="/resources/images/article_assets/2016/05/may16-17-hbr-012-culture-383x215.jpg" /></a> </figure> </div> <h3 class="hed"><a href="/2016/05/how-ideo-designers-persuade-companies-to-accept-change">How IDEO Designers Persuade Companies to Accept Change</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/leadership-and-managing-people" class="topic">Leadership & Managing People</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Ashlea Powell</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">They engage decision makers' emotions.</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/how-ideo-designers-persuade-companies-to-accept-change/H02WFL?sku=H02WFL-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>May 17, 2016</time></li> </ul> </stream-item> </div> </div> </li> <li class="stream-entry"> <div class="row"> <div class="content-area column"> <stream-item class="stream-item topic-distinction" data-id="H00351-PDF-ENG" data-title="In a Recession, Put Everyone in Marketing" data-url="/2009/04/in-a-recession-put-everyone-in" data-topic="Finance & Accounting" data-authors="Rosabeth Moss Kanter" data-content-type="Digital Article" data-content-image="" data-summary="Are you facing falling customer orders? Slower renewals? Cancellations? Requests for ever-deeper discounts? Those are silly questions. Of course you are..." data-list-price="0"> <div class="stream-image" aria-hidden="true"> <figure> <a href="/2009/04/in-a-recession-put-everyone-in" tabindex="-1"><img src="" /></a> </figure> </div> <h3 class="hed"><a href="/2009/04/in-a-recession-put-everyone-in">In a Recession, Put Everyone in Marketing</a></h3>  <div class="stream-item-info"> <a href="/topic/subject/finance-and-accounting" class="topic">Finance & Accounting</a> <span class="content-type">Digital Article</span> <ul class="byline byline-list"><li>Rosabeth Moss Kanter</li></ul> </div>  <div class="stream-item-price"> </div> <div class="dek">Are you facing falling customer orders? Slower renewals? Cancellations? Requests for ever-deeper discounts? Those are silly questions. Of course you are...</div> <ul class="stream-utility plain-inline-list">  <li class="utility"><a href="#" js-target="save-flyout"><i class="icon icon-file-text-o"></i> Save</a></li> <li class="utility"><a href="#" js-target="share-flyout"><i class="icon icon-share-square-o"></i> Share</a></li> <li class="utility"><a href="/product/in-a-recession-put-everyone-in-marketing/H00351?sku=H00351-PDF-ENG"><i class="icon icon-buy-copies"></i> Buy Copies</a></li> <li class="utility pubdate"><time>April 29, 2009</time></li> </ul> </stream-item> </div> </div> </li> </ul> </stream-list> </stream-content> </section> </stream-section> </div> </div> </div> <div id="" class="component" data-order="96" data-type="static-content" data-moveable="false" data-params="document=popular-topics"> <topic-circulator class="backdrop-cool-1 clearfix topic-circulator"> <div class="row"> <div class="content-area column"> <h4 class="section-label mvl">Popular <strong>Topics</strong></h4> <div class="row"> <div 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