Franchising is a tried-and-true business model with numerous permutations that benefit all participating parties. For the vendor it's a great model for expanding without all of the downside risk associated with building a business, like finding all the financing and hiring people. The franchisor generally sells licenses to willing partners who agree to uphold the standards of the brand. Th...
The California Consumer Protection Act goes into effect in 2020, and other state and federal laws are on the horizon -- but is it possible that these state laws will really provide us privacy? How many readers take the time to read the privacy policy, or click agreement, when they download a new ver...
Oracle came late to cloud computing, joining the fray only after competitors like Microsoft and Salesforce had established dominant positions, and newcomer Amazon Web Services leaped from a standing start to a position of dominance. Amazon is so strong in the cloud that it is on the cusp of extingui...
A little over 10 years ago, we were toasting social media as the great innovation that would enable CRM to traverse the mythical last mile between vendors and customers. Every analyst had something positive to say about social and its future role in CRM. I wrote a paper in 2004 forecasting that soci...
From big companies to small-town mom-and-pop shops to "mompreneurs" working from home, e-commerce is the key to keeping revenue streams flowing and businesses afloat. In fact, e-commerce is really the only way for you to ensure your business' longevity these days, especially if you are a small retai...
Social is nearing the end of its "hypecycle." During that early phase, an innovation is seen as everything from a cancer cure to free lunch. Most of the claims prove baseless, but then something curious happens. Users take another look and discover some things that the innovation is a perfect fit fo...
A solid brand is key to business success, but over the years I have seen many companies try to commit suicide by killing the brand identities they spent so many years and so much money creating. Many are now gone. Others are still around, but in a weakened position. You must give the customer a comp...
Automation. Robots. Technology taking our jobs. I defy you to pick up a business magazine and avoid this topic -- it will be in there somewhere. However, there's another theme you won't be able to avoid: the need to focus on the customer experience. These two trends are in tension much of the time.
Video footage of a senseless murder in Cleveland, posted after the fact on Facebook Live, has attracted national attention to the role of the platform in criminals' minds. Authorities Tuesday morning announced that Steve Stephens -- the 37-year-old suspect wanted for the cold-blooded shooting of Rob...
McDonald's has begun testing new mobile ordering and payment functionality at 29 of its restaurants in Monterey and Salinas, California. It will expand the pilot to another 51 restaurants in Spokane, Washington, on March 20. The company will run multiple pilots to gather customer feedback, work out ...
Apple and the government of Ireland are fighting what some view as a European Union tax grab. The two recently filed a formal appeal of the EC's decision ordering Apple to pay nearly $14 billion in back taxes, based on its finding that Ireland had given Apple several illegal tax breaks. The commissi...
President Obama was viewed as the first techie presidential candidate when he launched his campaign, and he has been connected at the hip with Google for a large part of both terms. However, the brilliance his teams displayed with using analytics during both campaigns never seemed to carry over into...
Google on Wednesday announced that it has begun testing an app dubbed "Hands Free," which allows Android and iOS smartphone users to make purchases via their devices without taking them out of their pockets or purses. Early adopters in Silicon Valley can use the payment system at a small number of M...
Ford on Monday announced FordPass, a platform focusing on enhancing the customer experience. FordPass includes a Marketplace offering mobility services; 24x7 access to FordGuides, which are personal assistants to help customers with mobility challenges; membership loyalty rewards; and FordHubs -- se...
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Businesses Willing To Pay Big Bucks for Quality Customer Service
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Will Walmart Using Generative AI Break Open Pandora’s Retail Box?
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Customer Analytics Now a Pivotal Piece of the Retail Sales Puzzle
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Retailers, It’s Time To Get Phygital
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Mobile Shopping Apps Linked to Digital Wallets: A Loyalty-Driving Duo
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Subscription Sales Spur Superior Selling
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Preparing for an Uncertain Economic Future: Where to From Here?
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Amazon Adds Age Verification to Its Palm Reading Technology
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Salesforce Brings Generative AI to CRM and Its Name Is Einstein GPT
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