Integrating Digital Intelligence into Brand Strategy (Inglese – link esterno)
Autore: David Dubois
In: Insead Knowledge, February 18/2016
“As organisations seek to integrate the massive flow of digital data into their brand strategy, they face a triple challenge to stay ahead.
With Google now processing over 40,000 search queries every second – a staggering 3.5 billion requests a day – data creation has exceeded imaginable levels. Managed well, this onslaught of information can be used to unlock fresh insights, build better policies and create new sources of economic value. These potential successes, however, depend on companies’ ability to respond to the new challenges associated with digital integration. To remain competitive, organisations – large companies, governments, political parties and associations – need to address the question of how they incorporate this digital tsunami into their value creation process”

How to Istitutionalise Innovation (Inglese – link esterno)
Autore: Morten Bennedsen
In: Insead Knowledge, January 18/2016
“Family firms provide lessons in creating continuously innovative companies.
The words “family firms” and “innovation” seem to be at odds. Family firms smack of tight control, risk aversion, lengthy CEO tenure, existing in traditional industries and products. Some research has gone as far as saying that family ownership harms innovation for these very reasons. Others say it benefits innovation. But both arguments miss a fundamental variable that determines the innovative edge of a family firm: its “family assets”.”

How to Create a “Lights Out” Customer Experience (Inglese – link esterno)
Autore: Thomas Watson
In: Ivey Business Journal, January/February 2016
“If you think you know your customers well enough, think again. It doesn’t matter if sales are good and profitability meets expectations. Every organization, regardless of its earnings and marketing sophistication, can benefit from a better understanding of the people who represent its bread and butter, especially today. Indeed, figuring out how to dramatically improve your customer experience isn’t something to think about at your next strategy meeting. It is something to think about now, at least if you want your organization to have a future.”

Dysfuntional Momentum Can Undermine Company Values (Inglese – link esterno)
Autore: Elizabeth Doty
In: Strategy+Business, February 17/2016
“Every time a great business crashes and burns, we are reminded of a simple truth of human behavior: dysfunctional momentum eats values for breakfast.”

Do customers expect response to their bad reviews? (Inglese – link esterno)
Autore Brian Sparker
In: MyCustomer, Fbruary 10/2016
“There is a disconnect between customer expectations and the practices currently in place from social media professionals, and the customer is suffering because of it. In September 2012, Convince & Convert conducted a study about the effectiveness of customer support on social media websites such as Facebook and Twitter.
It concluded that 42% of consumers who contact a business through social media for customer support expect a response within one hour or less, even on weekends”

The User Experience: Why Data – Not Just Design – Hits the Sweet Spot (Inglese – link esterno)
Autore: Mark Gregory
In: Knowledge@Wharton, February 15/2016
“The successful user experience is about meeting a consumer’s need on an individual level – a “segment of one” not “one-size-fits” all, many experts say. But what does that look like in practice? “What really differentiates companies is their personalization through data — which allows them to build unique experiences that lead to increased engagement and better outcomes, …” write Scott A. Snyder, president and CSO of Mobiquity and a senior fellow at Wharton, and Jason Hreha, founder of Dopamine, a behavior design firm, in this opinion piece”


In this RSA Animate, Professor Renata Salecl explores the paralysing anxiety and dissatisfaction surrounding limitless choice. Does the freedom to be the architects of our own lives actually hinder rather than help us? Does our preoccupation with choosing and consuming actually obstruct social change?.