Customers

For a post-pandemic future, leaders must rethink their assumptions about what customers really want.

The pandemic spurred a social reset, and companies must respond to customers’ and employees’ changed expectations.

Smaller, often more private and interactive online communities and platforms are reinventing the way brands and consumers connect.

Much of the fashion industry trades on a culture of disposability. It’s not sustainable, and retail norms must change.

MIT SMR’s upcoming Executive Guide will discuss how companies can adapt to meet customers’ shifting expectations.

As consumers purchase access to goods rather than the goods themselves, their connections to brands will change.

In-store technology promises a better customer experience — and fuel for improved retail analytics.

New research highlights an opportunity for culturally rich brands to leverage brick-and-mortar stores to build brand loyalty.

Front-line employees are uniquely aware of the early symptoms of coming change. Management should heed their insights.

Retailers must explore new revenue streams, monetize existing assets, and embrace a consumer-to-business mentality.

To meaningfully support Pride, companies need to focus on employees, customers, and the community.

Home Depot’s Huiming Qu discusses how the home improvement retailer leverages AI to improve the customer experience.

Bart De Langhe and Stefano Puntoni explain how organizations can make better decisions with data.

Amit Shah, president of 1-800-Flowers, explains why lifelong learners are the best technical talent.

Leaders can make smarter customer strategy decisions in turbulent times through sound economic and strategic thinking.

Two thought leaders discuss building strong banking, financial services, and insurance ecosystems.

Latia Curry outlines the steps a brand should take to communicate their values to customers.

While livestreamed shopping is booming in China, it has struggled to take off in the West.

Linguistic considerations are important when planning customer communications.

Six ways to support human rights; ethical monitoring of remote workers; customer-focused cost-cutting.