Next Best Offer: Using Customer Data To Create Highly Customized Offers For The Right Customers At The Right Moment And At The Right Price

Shoppers once relied on familiar salespeople to help them find exactly what they wanted – and sometimes to suggest additional items they hadn’t even thought of. But today’s distracted consumers, bombarded with information and options, often struggle to find products or services that meet their needs. Advances in information technology,

Read More

Sexual Harassment: Until More Women Are In Power And Can Shape Workplace Culture, It’s Up To The Men At The Top To Solve The Problem At Its Roots

Sexual harassment flourishes in workplaces where men dominate in management and in fields where few women hold the “core” jobs (think law enforcement and tech). Research shows that bringing more women into these roles can solve the problem at its roots. But companies know they can get away with cosmetic

Read More

Three Kinds Of Bias And Discrimination Faced By Mid-Career Women: Unfair Assumptions, Unhelpful Attention, And Unequal Access

Mid-career women are often surprised by the levels of bias and discrimination they encounter in the workplace, especially if they’ve successfully avoided it earlier in their careers. After speaking to 100 senior women executives, the authors identified three distinct kinds of bias and discrimination faced by mid-career women: unfair assumptions,

Read More

During The Pandemic, Business Community Stepped Up Significantly To Build Trust And Reputation, Yet There Is More Work To Do

For the fourth year in a row, business has been named the most trusted institution in America. And a recent PwC survey yielded similar results, with 63% of consumers saying they have trust in U.S. companies. But trust is fragile and businesses must manage it as carefully as they do

Read More

When Companies Overcommit Or Do Not Deliver On Promised Socially Responsible Initiatives, It Will Damage Their Relationships With Their Customers

New research shows that when companies overcommit and/or do not deliver on promised socially responsible initiatives they damage their relationships with their customers. However, a company’s reputation for product quality or innovation may partially mitigate such a negative impact on customer satisfaction. Consumers today face a barrage of green-friendly messaging

Read More

Organizational Culture: A New Culture-Building Concept That Everyone Influences But No One Leads Or Is Accountable For

A top down approach to building company culture no longer works for several reasons. For one, Covid-19 has upended how leaders interact with employees and how coworkers connect with each other. Next, company culture has grown in importance, thanks to recent high-profile crises at big name companies. A new culture-building

Read More

If You’re Implementing Your Company’s Strategy, Here Are Six Ways To Designed It Successfully

An organization is nothing more than a living embodiment of a strategy. That means its “organizational hardware” (i.e., structures, processes, technologies, and governance) and its “organizational software” (i.e., values, norms, culture, leadership, and employee skills and aspirations) must be designed exclusively in the service of a specific strategy. Research suggests

Read More

Customer Loyalty Depends On How Well Companies Deliver On Their Basic, Even Plain-Vanilla Promises

The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is

Read More

The Six Elements Of Strategy Spine: Planned Sources Of Revenue, Key Operating Assumptions, Key Goals, Revenue Implications Of Goals, Investments Needed, And Additional Infrastructure Needs

To clarify their strategy and communication around strategy, executives should create a simple document called a strategy spine. They should begin by imagining, as if they were an independent reporter, their company about five years into successful future. What would that success look like? What choices made it possible? Then,

Read More

Elon Musk: How He Designs An Organization As A Solution To Problems, And Why He Can So Effectively Mobilize Resources Towards Those Solutions

Does Elon Musk have a strategy? Or is he just out there winging it? Looking at Musk’s many companies, common themes stand out across three areas: what fits into his vision for problems to solve, how he designs an organization as a solution to those problems, and why he can

Read More

Branded Content, Cultural Branding And Crowd Cultures: In The Era Of Social Media, Brand Building Has Become A Bit Of Challenge

Marketers originally thought that Facebook, YouTube, and Twitter would let them bypass mainstream media and connect directly with customers. Hoping to attract huge audiences to their brands, they spent billions producing their own creative content. But consumers never showed up. In fact, social media seems to have made brands less

Read More

Empathy: The Act Of Putting Yourself In Someone Else’s Problem In The Hopes Of Understanding Of Bridging A Gap

Sociologist Emile Durkheim coined the phrase anomie to describe a destabilized and destabilizing state when rules and rule givers lose legitimacy. It’s what we feel when we face a virus that plays by one set of rules, politicians who play by another, and a professional life that proceeds independent of

Read More