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Study: Customers Really Do Trust Family Businesses More

Harvard Business Review

When Gilbane, a family-owned construction company, hired a design firm for a rebranding, the designers surveyed Gilbane’s clients and came back with an important finding: Do not discount the fact that the firm is a “family-owned” business. The companies surveyed had average sales of $3.48

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An Emotional Connection Matters More than Customer Satisfaction

Harvard Business Review

Many companies are busy mapping their customer experience and tracking customer activity across physical stores, call centers, e-commerce sites, and social media, gathering mountains of data from their own surveys, customer tracking systems, loyalty programs, and third-party providers.

Retail 14
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Store Brands Aren’t Just about Price

Harvard Business Review

According to Nielsen, in the last three years leading national brands in grocery stores, which probably command the lion’s share of traditional “emotive” advertising dollars, grew sales 0.7%. Meanwhile, private label, or store brands, grew 8.8%.

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Research Shows Which TV Ads Are Likely to Make Multitaskers Buy

Harvard Business Review

This might sound like good news for advertisers, save for two important caveats. survey showed that as much as 40% of time watching TV is spent on such media multitasking activities, and it’s likely that this behavior has accelerated over the past three years. So what does all this mean for advertisers? A 2011 Nielsen Co.