IBM's Customer Obsession Program (COP) is focused on achieving a world-class client experience, service delivery that is consistently the best, and a passionate commitment to the customer.

Would your customers say that the services they received from your company are the services they expected to get? If not, then your company may suffer from a services quality gap.

In the digital age, more information is available to more people than ever before. But not all the information. Truly unique and rare information — a hot stock tip, for instance, or a warning of an impending market shift — remains a near-priceless commodity.

In the Super Bowl advertising arms race, companies spend millions on mere seconds. Is it worth it? Nancy Stephens, associate professor of marketing, says no.

People trust experts. In courtrooms, expert witnesses sway the views of jurors. On television, expert analysts shape public opinion on everything from politics to sports.

Nobody likes being known as a liar or as wishy-washy or erratic. So, when people make public commitments or promises, they will almost always want to back up those words with action. They have little choice: For reputation’s sake, they must do so.

Professional sports are a multimillion dollar industry — an industry that is increasingly playing by rules that don't apply to other businesses.

Social psychologists have long known that human beings often make choices about what to think, and what to do, based on the thoughts and actions of others. Simply stated: We like to follow the crowd.

The passion of fans for their teams is the stuff of family lore and Hollywood scripts, and it's that emotional charge that makes the business of sports distinct. What other business can claim that its customers are in love with its product?