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  1. Chapter 13. The scourge of counterfeit products

    December 19, 2019 by George Dovel
    Counterfeit products are a global threat to legitimate business—and often a safety threat to customers...
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  2. Chapter 13. The power of design

    by George Dovel
    Design choices, from visual aesthetics to the human-machine interface to the customer experience, are increasingly important in today’s competitive markets...
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  3. Chapter 10. The power of a genuine apology

    December 2, 2019 by George Dovel
    Seasoned executive Arthur D...
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  4. Chapter 12. Looking for opportunities in customer dissatisfaction

    November 20, 2019 by George Dovel
    Find out why a big competitor’s unhappy customers can be a small company’s best sales prospects...
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  5. Chapter 12. Map the customer journey

    by George Dovel
    Get step-by-step advice for mapping the customer journey from touchpoint to touchpoint...
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  6. Chapter 12. See how Google is trying to solve the attribution puzzle

    by George Dovel
    Google Attribution attempts to measure marketing success across the entire digital marketplace...
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  7. Chapter 12. See what’s on the minds of today’s marketing leaders

    by George Dovel
    This resource is no longer available...
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  8. Chapter 12. Marketing advice from specialists in marketing, sales, and service

    by George Dovel
    HubSpot publishes a blog packed with useful advice for marketing professionals...
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  9. Chapter 12. Consumer behavior of the first digital-native generation

    by George Dovel
    The buying habits of the Millennial generation were shaped by growing up with digital technology...
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  10. Chapter 11. The business case for diversity and inclusion

    by George Dovel
    Explore the correlation between diversity and financial performance...
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