Customers Expect Empathy. Here’s How to Deliver It.
When people feel they’re treated empathically by a brand, they’re more likely to remain loyal and recommend it to others.
Customer Experience
The 3 Types of Customers Who Buy Smart Products—and How to Market to Them
Selling to comfort-seekers, purpose-seekers, and efficiency-seekers.
Read MoreBuilding a Customer-Centric Organization
The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth.
Read MoreWhat Disruptive Innovators Do Differently
They practice five key behaviors: customer obsession, curiosity, collaboration, a willingness to experiment, and persistence.
Read MoreEnsuring Boston Ballet Stays Relevant
A case study on balancing legacy with innovation.
Read MoreFixing Chatbots Requires Psychology, Not Technology
Six strategies for getting people to love—and buy from—your AI chatbot.
Read MoreThe Evolution of Luxury Brand Porsche
How the German automaker is adapting to disruption and competition.
Read MoreResearch: Consumers Don’t Want AI to Seem Human
Studies have shown that people dislike attempts to make AI convincingly human. But emphasizing the essential role of humans in AI tools can help reduce resistance to adoption.
Read MoreHow Online Retailers Can Avoid Costly Out-of-Stock Issues
A/B testing by Instacart suggests that telling customers about stocking times can increase spending and decrease the proportion of items replaced or refunded.
Read MoreVideo Quick Take: Intercom’s Brian Donahue on How AI Customer Service Agents Are Delivering Massive Value – SPONSOR CONTENT FROM INTERCOM
Sponsor content from Intercom.
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