The news from Google this week is that it has launched a ninth version of its Chrome browser, with the biggest change being that it incorporates the "instant"...

Service providers, like product sellers, must innovate constantly to keep their edge in the marketplace. But a very common problem prevents many from...

Partner Article

Eager to grow through innovation, companies are looking to customers to guide them toward unmet needs. But these entities often end up with vague, unusable...

Partner Article

Increasingly, service innovation is a source of competitive differentiation for product-dominant companies such as manufacturers, distributors, and retailers....

Partner Article

Marketing needs a new mindset to fulfill its proper role in creating and sustaining strategic advantage. To extend its influence beyond the boundaries...

Partner Article

The secret to true service innovation lies in shifting focus away from the service solution back to the customer. Rather than asking, "How are we doing?"...

Traveling through Shanghai's Pudong International Airport, a unique process caught my attention. As a colleague and I entered the terminal, we noted each...

Case Study Reprint

This case examines the question of financial leverage for French beauty and personal care company L'Oréal S.A. (L'Oréal) in October 2021. With an historical...

A case study on balancing incentives and fairness amid international expansion.

Cold Call• Episode 252

Case Study Reprint

This case describes how Lanco Medical Group, a fast-growing pharmaceutical distributor serving Latin America, approached the design of their employee...

America loves a hero, and even a once-tarnished, chastened hero. But it simply won’t tolerate a disingenuous one.