Customer Experience

Go beyond just solving for pain points.

Insights

Why Investors And Consultants Create A Sea Of Sameness

In today’s volatile business environment, activist investors and management consultants often push companies toward sameness through benchmarking. This article explores how leaders can resist this pressure and instead embrace unique strategies that drive real innovation and sustainable growth.

When Championing Innovation, Don’t Pitch the Upside

From electric cars to streaming services, economic uncertainty is driving many companies to tap the brakes on major growth initiatives that were seen as top priorities until recently. The real challenge may lie in innovation leaders’ inability to account for two fundamental dynamics of human psychology.

Tech Firms Are Solving Hard Problems Again. But They Risk Missing Something Even Harder—Getting Customers on Board.

Leaders are missing something crucial if they think that solving technology challenges is sufficient for success. That’s because tech problems are never just tech problems—they’re also technology adoption problems.

Why Companies Are Slashing Prices But Failing To Create Value

Consumers’ perception of value extends far beyond price. Creating value requires companies to have a keen understanding of the explicit and implicit needs they solve for customers; seeing how those needs are evolving and solving them in new and compelling ways.

Why Being Purpose-Driven Can Be Painful…and Why the Alternative Is Even Worse

Customers and employees increasingly want companies to have purpose and values that align with their own. But recent controversies prove that companies that try to appeal to everyone end up appealing to no one. Dev Patnaik explains in Forbes what those companies are misunderstanding about purpose and how they can become truly purpose-driven.

Joining a Loyalty Program Shouldn’t Feel Like Going on a Bad Date

These days, once-loyal customers threaten to abandon brands like Starbucks, Chipotle, and Dunkin Donuts over unwanted changes to their rewards programs. Colleen Murray explains why the best loyalty programs don’t revolve around free perks and discounts.