Marketing

Can Dolce & Gabbana Recover from Its Mistakes in China?

Italian fashion house Dolce & Gabbana is trying to clean up a public relations mess in China that highlights the importance of cultural sensitivity in a global marketplace.

Dolce & Gabbana

Five Marketing Lessons from the Payless Shoe Prank

Payless Palessi

An elaborate advertising ruse by discount retailer Payless ShoeSource is raising eyebrows and important questions about the ability of marketers to manipulate consumer behavior.

How an Early Car-builder to the Stars Transformed Detroit Through Design

DeSoto

The stylish car was born in the 1920s as the vision of Harley Earl, a Michigander by birth who became a carmaker to Hollywood stars. A new book calls him[…]

When Giving Means Losing: Do Charitable Promotions Pay Off?

charitable promotions charity donations

Firms often run philanthropic campaigns in hopes of increasing customer loyalty and purchases. But does it always work? Recent Wharton research looks at that question in the context of an[…]

Christmas Without Toys R Us: Who Will Fill Its Stockings?

Toys R Us

This year will mark the first holiday shopping season in decades without Toys R Us, the venerated toy store – and Amazon seems poised to fill the void.

Would You Treat Your Mother That Way? The Secrets of Great Customer Service

customer satisfaction

Would you turn your mom's warranty claim down two days out of warranty? Author Jeanne Bliss makes a business case for providing excellent service and true customer satisfaction to garner[…]

Emotional Rescue: How Brands Can Create Stronger Customer Bonds

Two people sitting on a car during sunset

Brands have long understood that making consumers feel something about their products is a great way to sell to them. But new Wharton research suggests that the types of feelings[…]

How to Find Value in Every Customer

Customer centricity lifetime value

Companies have high-value customers and low-value ones, but they all matter for businesses that want to make the most out of them, according to a new book by Wharton’s Peter[…]

Why Omnichannel Retailers Face a Steep Learning Curve

retail groceries open for business

Both traditional and digital-first retailers know they need to provide a true omnichannel experience -- but they still struggle to get the balance right.

When Does the Real Customer Journey Start? Earlier Than You Think

customer journey

The buyer's journey does not begin with awareness, as is traditionally thought, but instead before the potential buyer is aware there is even a need, notes the author of this[…]

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