Customer Experience
5 Psychology-Backed Principles for More Effective Personalization
Managed sensitively and securely, “confessional commerce” can create a deeper, more valuable experience for users.
Read MoreCustomers 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.
Read MoreThe 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.
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