Marketing & Sales

Article

From touchpoints to journeys: Seeing the world as customers do

– To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more important issue: the customer’s end-to-end journey.

Customer experience

Customer Experience

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

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MORE INSIGHTS

Article

Saving, scrimping, and … splurging? New insights into consumer behavior

– Our global survey of more than 22,000 consumers highlights recent shifts in buying behaviors, which have important implications... for retailers and packaged-goods companies alike.
Article

Putting behavioral psychology to work to improve the customer experience

– Applying the principles of behavioral psychology can improve the quality of customer interactions and build brand recognition... as a customer-centric organization.
Article

The secret to delighting customers: Putting employees first

– The main hurdle in customer experience is translating boardroom vision into action at the front line. Empowered employees are... the key.
Article

Using rapid process digitization to transform the customer experience

– Transforming the customer experience requires a level of speed and precision that traditional approaches can’t meet. The... best practitioners do it in real time.
Article

Designing and starting up a customer-experience transformation

– To successfully initiate a broad improvement program, decide on a structure, select the sequence that’s right for your type... of company, and don’t forget to recruit change agents.
Interview

Discussions on digital: The mobile present and future

– In a wide-ranging discussion, several Silicon Valley leaders discuss the next frontier for mobile, what factors influence conversion... on different devices, and why design matters in the customer experience.
Article

Building a design-driven culture

– It’s not enough to just sell a product or service—companies must truly engage with their customers. Here’s how... to embed experience design in your organization.
Article

Back to basics: Creating value through superior products

– Revitalizing product development is an unexplored lever for most private-equity firms.
Article

Cracking the digital-shopper genome

– Companies have more data at their fingertips than ever, so why do online shoppers remain such a mystery? The solution begins with... bringing all the information together to form a meaningful picture of the consumer.
Article

Overcoming obstacles to digital customer care

– Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction. Yet it’s easier... said than done.
Article - McKinsey Quarterly

Getting a sharper picture of social media’s influence

– New research shows that buzz plays a greater role than previously thought in getting consumers to buy and that the pool of the... most effective influencers is largely untapped.

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