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How Investing in DEI Helps Companies Become More Adaptable

In the summer of 2021 we wrote an article for HBR titled “How Good Is Your Company at Change?” In it, we proposed a new way for organizations to measure, quantify, and build their ability to change. We called this their “change power,” and...
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How to Apologize to a Customer When Something Goes Wrong

A tired employee is updating shipping orders late at night at a textbook brokerage. They make a mistake in the code and accidentally ship outdated management textbooks to an important customer. Three days later, classes have begun, and with demanding course loads, the students...
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The Pros and Cons of Soliciting Customer Reviews

Many companies chase customers for online reviews by sending them solicitation emails. These emails aren’t always a good idea, according to new research. Solicitation will push your ratings from the extremes to the average. This could be good or bad. Email prompts disproportionally triggers...
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Should You Share AI-Driven Customer Insights with Your Customers?

AI is already helping companies understand their customers better. And many theorize that AI will soon know us better than we know ourselves. In an age where data has become commoditized, but the insights and profits from data are the rather exclusive belonging of...
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Are You Hung Up on That Career Path You Didn’t Choose?

It’s only natural to think about alternate career choices we could have made — but can too much dwelling in the past keep us from succeeding in the present? Based on findings from a survey of more than 300 workers and their coworkers, the...
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A New Gold Standard for Digital Ad Measurement?

Ever since Neil Borden coined the term “marketing mix” in 1949, companies have searched for ways to analyze and refine how they market and promote their products. For a long time, the leading analytic approach to this problem was “marketing mix modeling,” which uses...
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