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  Serving Customers

Ethnography: Do It Right

Anthropological research can be a potent tool--or a waste of time and money. Here's how to get the most bang for your buck

Lessons In Customer Loyalty

Interested in tracking net promoter scores? Here's how Bain's Fred Reichheld recommends using the technique

Getting Close to the Customer

J.C. Penney's growth strategy is built on launching private labels that resonate with targeted buyers. Here's Penney's formula for connecting with consumers

Up Close & Personal

Altera hired "empathy" coaches to help its people see things from their customers' point of view. How to make you team more empathetic




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