Most retailers are nowhere close to delivering the personalized experiences that their customers expect. The vast majority have not even taken the essential first step of defining what personalization means to their customers and businesses. Read more in BCG The…
Labeling a person a consumer reduces them to a single activity in their life: buying stuff. People who like corn chips do not walk around saying, “I am a buyer of corn chips.” Read more in strategy-business Forget B2C and…
Customer acquisition cost (CAC) and lifetime value (LTV), are among the chief metrics that endure investor scrutiny. Simply plugging numbers into the equations yielded by Google searches is often inadequate, and this could spell disaster when the financial model is…
In a market dominated by the larger players, it can be even more pertinent for smaller firms to have a differentiator that delivers value beyond their competitors. Must put the client at the heart of the service if they are…
Customers recognize when a company fulfills its purpose. They are interested not in products or services, but in outcomes. Consumers at a premium retailer are buying more than clothing or a coffee drink. They are buying a distinctive experience as…
What consumers truly value, however, can be difficult to pin down and psychologically complicated. How can leadership teams actively manage value or devise ways to deliver more of it, whether functional (saving time, reducing cost) or emotional (reducing anxiety, providing…
Insurance companies think that urging us to wire our homes with Internet-connected devices will open up a flood of lucrative new data that can make their existing business of handling claims more efficient while creating a new relationship with the customer.…
The next generation of branding will not start with creative but rather experience design.It starts with understanding the behavior, aspirations, and values of different of people. Then aligning your work and investments in technology, to deliver meaningful and shareable experiences,…
