Coaching Tip

JANUARY 26, 2013

The company says it does 200 million consumer transactions a day. But despite that reach across civilization and into customer pockets, Mars is among the most secretive, insular, and little understood multinational companies around. It is still 100% family-owned -- now by the three elderly offspring of Forrest Mars Sr.,

Forrester 130

Forrester Brand Cooper Executive Coaching 130

Harvard Business Review

JUNE 27, 2013

In a recent Forrester survey of 100 customer experience professionals, nearly half of respondents said that their executive team''s strategy for customer experience is market differentiation. Sixty-nine percent of these respondents report that their companies have dedicated personnel for customer experience innovation.

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

MAY 3, 2017

If you’re a business leader looking for an opportunity to have real impact on your company — and position yourself for the top job — which career path is best? Lucia Luce Quinn is Chief People Officer at Forrester Research. Their application of diverse business skills to the role. Steven Moore for HBR.

Quinn 13

Quinn Execution CFO Forrester 13

Harvard Business Review

APRIL 18, 2011

The customer's voice has a new champion sitting at the highest levels of power in companies. The role exists in B2B and B2C firms as diverse as Allstate, Dunkin' Brands, USAA, Philips Electronics, FedEx, the Cleveland Clinic, and SAP. Who are these new customer experience executives — and why do companies appoint them?

B2C 15

B2C B2B Forrester Budgeting 15