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Contributed Articles

Established Companies, Get Ready for the Collaborative Economy

As more and more startups like Airbnb, Etsy and Kickstarter crowd into the space of the collaborative economy, big brands are starting to get in on the action, too. Staples sells products developed on Quirky; Avis has acquired Zipcar; Walgreens has partnered with TaskRabbit for delivery. And those ventures are likely to be just the beginning, given how many people are already participating in the collaborative economy, and how much thatís likely to grow over the next year.
[Full Article]   Mar-04-2014

 

IT Makeover: Creating an 'Attraction Strategy'

When the CEO asks the CIO to find a way to attract the business units to the IT function, with the ultimate goal of increasing revenue, the CIO realizes his staff is going to need some new skills.
[Full Article]   Mar-03-2014

 

The Six Golden Rules of Customer Experience

Customer experience wisdom is also not rocket science. While not as simple as what is commonly known as the Golden Rule ("Do unto others as you would have them do unto you"), the rules in this article are a more robust version is what I call the Six Golden Rules of Customer Experience.
[Full Article]   Feb-26-2014

 

Busting Six Myths About Customer Loyalty Programs

The many advantages of loyalty programs have been well debated in the massive literature available on the subject. Yet, there remain uncertainties, ambiguities, and doubts in the minds of many retailers over whether loyalty programs offer a sustainable and profitable business model. A lot of this uncertainty is due to a number of myths. In this paper we want to clarify the most prominent of misunderstandings associated with loyalty programs in retailing.
[Full Article]   Feb-26-2014

 

Surviving a Conference Call

The conference call is one of the most familiar rituals of office lifeóand one of the most hated. But conference calls aren't going anywhere; they are too useful for businesses dealing with far-flung workplaces, flexible schedules and a clampdown on business-travel expenses. Time spent in audio conferences in the U.S. is expected to grow 9.6% a year through 2017, according to Wainhouse Research, a Boston market-research firm; about 65% of all conferencing is still done by audio calls. But the good news is, there are ways to fix the problems.
[Full Article]   Feb-26-2014

 

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