How to Create a ‘Lights Out’ Customer Experience

by Thomas WatsonIssue: 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 Thomas WatsonIssue: 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 Owen ShapiroIssue: 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 Barry Cross, Julie Paquette 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……

Mind over Marketing

by Niraj DawarIssue: November / December 2013

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

Thriving with the crowd: Marketing with (and against) the New Influence Peddlers

by Joshua Bellin, Paul F. Nunes et al.Issue: July / August 2013

Moving at the speed of the crowd has become mandatory for any company that is on the web (which is just about every…

How to leverage the intelligence of the crowd to drive exponential change

by Cheesan ChewIssue: July / August 2013

The wisdom of collectives is prolific and ubiquitous in the world of open innovation, where crowds are tapped to surface……

The Hershey Company: Aligning inside to win on the outside

by Rick KashIssue: March / April 2012

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