The most successful brands today don’t just deliver a great product; they also resonate with their customers around something they “stand for.”

Having a strategy means having clarity on what you want to achieve and a plan on how to get there. These are good things, but it’s also possible to be too strategic—too focused on a single goal and plan.

One year into his role as CEO, Jeffrey Gennette has attributed Macy's limited turnaround so far to a renewed focus on the customer and has doubled down in that area significantly by testing and then scaling out a range of new capabilit

Read our take on Amazons rank in the world of omnichannel retailing. The current iteration of the Amazon Books experience demonstrates that, though they are definitely in the race, they're not leading the pack.

There are many downsides to reducing customer interaction in travel, including the potential reduction in the perception of ‘warmth’ of the brand and lost opportunities to create ‘magic moments’ through service.