When it comes to engaging with competitors, most brands take an antagonistic approach – think the age-old rivalry between Coke and Pepsi, or the memorable “Mac vs. PC” ads. However, new research suggests that praising the competition can actually boost a brand’s image and profitability. For example, in one study,
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
From pre-made meals to cribs that automatically rock babies to sleep, products that help caregivers are meant to make it easier for people to help others. But new research has found that the people who would most benefit from these products are often the least open to trying them. This
The global retail industry is experiencing an unprecedented crisis in the wake of Covid-19. Consumers are staying home and tightening their spending as they face uncertainties related to their health, wealth, and jobs.
This physical and psychological hunkering down is hitting retailers hard, as U.S. retail sales dropped a historic 8.7% in March, and moving forward are expected to drop 20% (at least) according to the National Retail Federation. Retailers are in turn laying off staff and scrambling to understand their options. Where are the opportunities for retail marketers and how can they minimize losses?