Marketing & Sales

Article

The sales secrets of high-growth companies

– The authors of Sales Growth reveal five actions that distinguish sales organizations at fast-growing companies.

Customer experience

Customer Experience

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

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Interview

Why the customer experience matters

– Truly understanding customer needs may help companies improve not only the buying experience but also their bottom line.
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.
Interview

Discussions on Digital: Measuring marketing’s impact

– Silicon Valley leaders discuss the challenge on every marketer’s mind: how much to spend on digital marketing, and where... to spend it.
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

What it takes to deliver breakthrough customer experiences

– To create distinctive customer experiences, large companies need to push the boundaries and adopt next-generation digital thinking... and practices in seven key areas.
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.

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