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Improving the customer experience to achieve government-agency goals

– The benefits of a customer-centric strategy aren’t limited to private-sector businesses. Government agencies at every level can gain by putting the needs and wants of citizens first.

Customer experience

Customer Experience

More insight into creating competitive advantage by putting customers first and managing their journeys.

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Interview

How customer experience takes flight at the Orlando airport

– Is it possible to have a good customer experience in an airport? Domingo Sanchez, a board member of the Greater Orlando Aviation... Authority, explains an effort by the Authority’s CEO and board to do just that.
Article

How to get the most from your agency relationships in 2017

– Executives who know how to set up and manage agency relationships are best positioned to improve their marketing ROI.
Article

The ten things marketers can do to become a profit center for the business

– The bottom line is irrefutable: marketing can drive productivity and growth for companies that focus on ten key areas. Here’s... how it’s done.
Article

Why your company needs a chief customer officer (CCO)

– Savvy leaders know that customer-centricity is a fulltime job.
Article

Fast forward: How US auto dealers can grow in the digital age

– Though car buyers’ online research is lowering visits to dealerships, auto dealers have plenty of opportunities for growth.
Article

Unlocking the power of data in sales

– Analytics plays an increasingly important role in B2B sales—and high-performing sales organizations take it to a new level... to differentiate themselves from the also-rans.
Article

Marrying science and business judgment to drive growth in consumer packaged goods

– The most successful consumer goods companies know how to harness data sets and software.
Article

Messaging apps are changing how companies talk with customers

– Online business powered by natural-language technologies is new terrain in the competition for tech-savvy consumers.
Article

Playing every hand better in the pricing game

– How leading companies are harnessing data science to optimize pricing and boost returns by 2 to 7 percent.
Report

Black Friday shopping report: Consumer habits are changing fast

– A new survey suggests stores will have to offer more than just discounts to compete with digital over Black Friday.
Article

Marketing’s Holy Grail: Digital personalization at scale

– Personalization drives growth. But to scale it, companies need to do four things.

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McKinsey on Marketing & Sales

Latest published insights on driving above-market growth.