Article: Fine customer service is no longer enough to differentiate you from your competitors, say the authors of Priceless: Turning Ordinary Products into Extraordinary Experiences, published by Harvard Business School Publishing. Instead, you must build value-adding experiences around your product. The key: Stop thinking about what products do and start thinking about what they offer. Plus: Q&A with the authors.
Article: A study of one segment of the vast U.S. pharmaceutical market offers important insights into the impact of product differentiation on market competition, says HBS assistant professor Charles King III in a recent working paper.
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