Retail: Time to Blaze a New Trail

September 6, 2017
Posted by: Jeff Reynolds
To borrow from Clayton Christiansen, I had a “job to be done.” I’m soon headed on an outdoor trip in the mountains where there will be snow, biking, hiking and lots of time outdoors. I needed some flexible clothing that allows me to layer. My closet wasn’t up to the job, so I need a retailer to help me. I ...
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Go the Extra Mile with Good CX

August 7, 2017
Posted by: Joan Cassidy
A few weeks ago, I spent almost two hours waiting in line to pick up a rental car at Boston Logan. Two hours is a ...
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Developing a Devotion for Emotion

March 27, 2013
Posted by: Joan Cassidy
“LIKE,” “UNLIKE,” thumbs up, thumbs down, share, digg—emotions matter. As marketers and researchers we may all recognize this on some level, but how many companies ...
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