Do you have the right people and partners, with the right skills doing the right job?
Articles by this author
In my quest to find innovators, U.K. retail brand Tesco shows us how it's done locally through a virtual subway store in South Korea.
For your most loyal customers it's not about discounts or special offers but the recognition that comes with loyalty. Here's an example.
Consumers care far less about their relationship with the brand than the brands actually think they do - my experience on how a hotel chain's CRM can go wrong.
Are the world's leading luxury brands merely selling to the 'new rich' at the expense of their more sophisticated, truly loyal long-term customers?