Consumer Behaviour

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How to Create a ‘Lights Out’ Customer Experience

by Issue: January / February 2016

Remember what happened to Kodak? Well, market forces are creating a perfect storm for all companies that think they know what their customers want.
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Don’t (Just) Chart Your Financial Future

by Issue: January / February 2016

When it comes to financial decision making, research indicates stock charts and relationship status can be hazardous to your portfolio’s health.
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Profiting from the Rise of the Machines

by Issue: March / April 2015

Hollywood got it wrong — there is no reason to fear the future unless you’re a brand manager stuck in the past.

Service Complexity and The Perils of Productization

by , et al.Issue: January / February 2014

Good service isn’t hard to recognize. It can be seen when an attentive waiter offers a free second serving to patrons……
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Mind over Marketing

by Issue: November / December 2013

Building corporate brands can be a waste of time if your brand battles are not being fought on the proper battlefield.

The Hershey Company: Aligning inside to win on the outside

by Issue: March / April 2012

Changes in the marketplace, if not monitored, can cause serious losses in profit, market share, and in stakeholders'…