Sales and marketing

Your most devoted employees and customers have a lot to teach you about loyalty and performance.

But only if customers know about it.

The insurer has created a group tasked with understanding individual client problems to develop and scale broader solutions.

A family business considers expanding from cemeteries into cremation.

Companies are now using AI “moderators” to conduct in-depth interviews with real people at a speed and volume that traditional methods can’t achieve.

New research finds that ad effectiveness depends on more than just how close a consumer is to your store—it matters how close they are to your rival.

The quality of the interactions between your sellers and clients has to improve—not simply increase in volume.

Three lessons from Costco, Dillard’s, Walmart, and more.

Lessons from the Indian e-commerce company Dunzo on the risks of catering to all customers without a sustainable operating model.

Tone can matter just as much as content.

LLMs and agents are reshaping how consumers research and buy. Most companies aren’t ready.

It’s transforming how consumers both find and buy products. Companies need to catch up.

In most organizations, underwhelming results from AI, analytics, and CRM platforms stem from a mismatch between new ways of working and old organizational designs.

Josh D’Amaro’s appointment signals a growing belief among top organizations: the strongest force in business is an experience people say they love.

Fresh insights from academic research, consultancies, and other expert sources.

To serve your customers, you need to understand where they’re trying to go.

Lessons from Ritz-Carlton and Four Seasons.