mother multitasking
First-time parents start off with reams of research and good intentions. But what happens when the “messiness of doing” undermines their new habits?
grocery aisle

When positioning their own store brands, retailers benefit from knowing what consumers look for. When does it make sense for them to share these insights with national brands?

confused grocer

Firms have forgotten how to serve their customers. Here are three ways to get back to the basics before it’s too late

five stars

Where to look for answers beyond touchpoints and customer expectations

woman barcoding
By relying on intuition to make inventory decisions, firms are leaving up to 20 percent of their profits on the warehouse floor
man woman consulting
Never underestimate the value of hard-won research
Ever walk a mile in your customers’ shoes? Here’s how to figure out what really makes them loyal and keep coming back for more
organ donation
How insights from behavioural economics can help solve thorny social issues
happy worker
How widely job satisfaction is shared across a business unit is a key factor in understanding employee productivity
boy with telescope
You can learn a lot from distant competitors that your closest rivals overlook
traveller frustration
Does fierce competition lead to better quality products and services? The evidence in the airline industry suggests it does
wolf
Consumers view businesses as people and their transactions as zero-sum games. No wonder we think they’re are out to get us
starbucks rewards
When overhauling their loyalty programs, firms can find a way to leave no customer behind and still make money
mass media
Low-budget media channels have a surprising way of boosting the effectiveness of big-ticket TV placements

Smith School of Business

Goodes Hall, Queen's University
Kingston, Ontario
Canada K7L 3N6

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