The Marketing Bureau

Top Service Trumps Product Quality and Prices In Consumer Preferences
First Published on www.mycustomer.com  

United Kingdom - Efficient customer service ranks way higher than even quality products and low prices, according to a survey of consumers analysing the areas they believe retailers should be focusing on.  Read more >>

Offering a Better Fit for Today's Careful Consumers
First Published on knowledge@wharton

United States: Retailers looking for growth in today's economy might pick up a lesson or two from Coca-Cola's Freestyle vending machines.  Read more >>

Customer Experience Management
by Graham Hill
First Published on www.mycustomer.com  

Graham Hill says it's time that we understood that the most important touchpoints are not about marketing, sales or service, but about the weeks, months, even years of product usage. Only then can we build a customer experience that creates value for customers - and companies.   Read more >>

by Joan Schneider and Julie Hall
First Published on hbr.org

As partners in a firm that specializes in product launches, we regularly get calls from entrepreneurs and brand managers seeking help with their “revolutionary” products. After listening politely, we ask about the research supporting their claims. The classic response? “We haven’t done the research yet, but we know anecdotally that it works and is totally safe.” We’ve been fielding these calls for so long that we can often tell from one conversation whether the launch will succeed. Read more >>