Ten years ago, a major US Hotel chain approached Tuck Business School with three questions: how many new restaurants should we open in our New York City hotels? How many should we reformat? And perhaps, …

A recent article from Wharton Business School has urged companies to show more love to their clients and customers… especially in these tough times.
While there is a strong temptation to reduce headcount as the recession …

The latest research into consumer attitudes  conducted by AC Nielsen has yielded results that don’t surprise us… but show an increasing trend in consumer preferences away from traditional advertising and towards word of mouth (WOM).

It was Sam Walton who said:
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
Yet it’s surprising how …

Given the present economic climate, we thought it would be useful to devote this post to 3 simple, high-return strategies companies can pursue if their overall goal is to:
♦ control costs and cashflow
♦ maintain …

A recent study by the Marketing Forum in the UK sums up what for a long time many of us have intuitively known: the customer experience is just not cutting it with customers. The result? …