Rana Chakrabarti

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Why Your Customer Loyalty Program Isn’t Working

Aggressive moves by airlines to migrate frequent flyer metrics from miles flown to dollars spent have caused bargain-hunting road warriors worldwide to whine about “disloyalty programs.” A PriceWaterhouseCoopers review suggests roughly 45% of flyers would lose under the new schemes. Conversely, …

Customer Experience

How to manage for collective creativity

What's the secret to unlocking the creativity hidden inside your daily work, and giving every great idea a chance? Harvard professor Linda Hill, …

Creativity

For Any Product to be Successful, Empathy Is Key

Meet Mary, a college student I met at a Texas state school. She’s a Junior, and she’s changed her major three times. She picked her first major because her mom told her to. She picked her most recent course of study because her best friend is doing it, too. Mary wants to travel the world when she …

Disney's $1 Billion Bet on a Magical Wristband

If you want to imagine how the world will look in just a few years, once our cell phones become the keepers of both our money and identity, skip …

Walt Disney Company

How to Launch Your Digital Platform

For online platform businesses, customer mobilization challenges loom large. The most successful platforms connect two or more types of users—buyers and sellers on a shopping portal, travelers and hotel operators on a booking service—and a strong launch usually requires convincing early users to …

Lean Startups

This is how Cirque du Soleil reinvented the circus

It’s generally believed that the way to beat your rival is to outperform or outpace them. But in business, the better way to win is to create uncontested new market space where no competition exists.<p>Consider Cirque du Soleil, a performance that broke away from traditional circus shows by borrowing …

Cirque du Soleil

Linda Hill: How to manage for collective creativity