Klaus Wertenbroch

Klaus Wertenbroch is the Novartis Chaired Professor of Management and the Environment, and a professor of marketing at INSEAD. He is the launching editor-in-chief of the European Marketing Academy’s (EMAC) Journal of Marketing Behavior and directs the INSEAD Strategic Marketing Program.

Tue, 12/01/2020 - 12:02
How to Appease Your Customers After Your Algorithm Rejects ThemAs algorithms increasingly become gatekeepers, where should rejected customers turn for an explanation?
Tue, 12/01/2020 - 12:02
From a customer perspective, the only thing more frustrating than being denied a product or service is when that denial comes without a satisfactory explanation. As humans, our ability to deal with disappointment depends on understanding why it…