In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

Outlining a real-world example in which building and operationalizing a patient- and customer-centric commercialization strategy drove a successful launch from a “standing start.” Outlining a ...

*We’ve all heard it: “The customer is always right.” But in reality, how many businesses actually live by this principle? In the age of digital disruption, the companies that thrive aren’t just the ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

A loyal shopper notices the price of their usual olive oil has risen three times in as many months. This feels arbitrary and unpredictable, eroding trust. They wonder: Will it be higher next week?

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

To continue reading this content, please enable JavaScript in your browser settings and refresh this page. Amid today’s challenging economic conditions, all ...

The famous words of hotelier Cesar Ritz, "the customer is never wrong,” are as true today as they were over 100 years ago. Although the sentiment has remained consistent throughout the decades, ...

Charisma Glassman is Senior Partner & Global Head of Retail Advisory at Genpact, helping global brands transform the end-to-end value chain. With inflation, market volatility and rapid technological ...