Consumer Behaviour

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.

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.

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……
Person looking at cityscape

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'…