Google makes about five thousand improvements a year to its search engine by continuously monitoring the behavior of its users. This summarizes, in my opinion, in a clear and effective way, the new competitive paradigm: you need to do the right thing well and quick!...

"Customer Travel is the means to understand and analyze the consumer experience, that is, the internal and subjective reaction to any direct or indirect contact of a consumer with a company" (Meyer and Schwager, Harvard Business Review). Customer Travel is a method of...