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‘Dans le Souk aux Cuivres’, Nicola Forcella, an Italian painter born before 1868 (Source: Wikimedia Commons)

How Customer Participation Builds Loyalty

Idea posted: April 2014
  • Marketing

Companies focus on encouraging customer word-of-mouth while ignoring the benefit of customer participation — encouraging customer feedback and suggestions to the company. Yet, research shows that participation can increase customer loyalty even more than word-of-mouth. 

Idea #364
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Young woman working as a telephone operator

The Cost of Rudeness and Incivility at Work

Idea posted: April 2013
  • Leadership & Change
  • Learning & Behaviour

Rudeness at work is on the rise, according to the latest research from two academics who have studied the phenomenon of incivility in the workplace for many years. The consequence of such rudeness is not just an unpleasant environment for employees. As the research by Christine Pearson, professor of global leadership at Thunderbird School of Global Management and Christine Porath, an associate professor at Georgetown University’s McDonough School of Business, shows, there is a significant, tangible cost to the company resulting from this behaviour. 

Idea #119
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