The European Business Review

By Roger Sant
Our world is changing and we need to change with it or risk getting left behind. Roger Sant, Vice President at Maritz Research argues that the way we go about measuring and managing customer experiences we need to transform – and suggests ways to do so.
The case for change
Customer experience management is about [...]

By Natalie Slawinski and Tima Bansal
No industry is as visible and active in the climate change debate as the energy industry. Almost every day, managers are addressing the short-term and long-term implications of their policies for dealing with this issue. The authors of this article interviewed over 50 managers in 8 firms in the oil [...]

By Mikkel Kallesoe
All of the Earth’s ecosystems have been changed by human actions in some way in the past 50 years. This was the troubling conclusion in 2005 of the Millennium Ecosystem Assessment, perhaps the most comprehensive audit ever of the world’s natural resources. All ecosystems, it said, had been severely compromised in their ability [...]

By Rick Delbridge and Francesca Mariotti
How motorsport companies harness network diversity for discontinuous innovation[i]
The motorsport industry is a good example of how creativity, engineering, manufacturing and support services can be combined to produce world class innovations. As such it offers potential lessons for other organisations seeking to become more effective at [...]

By Paul F. Nunes, Carolyn J. Polka and Larry Thomas
As discretionary spending all but disappears, companies must make adjustments in product mix, pricing, promotions and channel strategy to deliver the innovation today’s customers value. By providing offerings with a clear range of desirable benefits and delivering them at the right price point, leading companies will [...]

By Jennifer Aaker and Victoria Chang, Stanford Graduate School of Business
In early 2007, Barack Obama was a little-known senator running for president against Democratic nominee and household name, Hilary Clinton. But on November 4, 2008, Obama, 47, was the first African American to win the election against Republican candidate, John McCain, becoming the 44th [...]

Travel and expenses represent most companies’ second-largest controllable expense. Driving compliance and visibility with these expenses provides vast opportunities for savings. What major opportunities are we now seeing, would you say?
As more companies tighten controls on business travel spend, the demand for comprehensive MIS that identifies out-of-policy spend is increasing.  Providing our corporate clients with [...]

Poor customer service has a significant impact on enterprises in the UK. Nearly three quarters of consumers have ended relationships there due to poor customer service. And, whilst two thirds of those relationships end up with a competitor, one third of them are lost or abandoned completely as consumers decide not to purchase from anyone.

Whilst [...]

By Linklaters

Two suspects are arrested by the police. The police have insufficient evidence for a conviction, and, having separated the prisoners, visit each of them to offer the same deal. If one testifies and the other remains silent, the betrayer goes free and the silent accomplice receives a full 10-year sentence. If both remain silent, [...]

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