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Avoiding the seven deadly sins of customer-experience transformations

– Efforts to improve the customer experience can deliver tremendous value, but temptations that can undo good intentions lurk in any change program. Resist seven common missteps.

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Capturing value from your customer data

– Companies can put their information to work by teasing out novel patterns, driving productivity, and creating new solutions.
Article

Meet your new MOM (Marketing Operating Model)

– To drive revenue growth in the digital age, new data shows that marketing leaders are upgrading data-collection technology, collaborating... closely with IT, and focusing on test-and-learn agility.
Article - McKinsey Quarterly

The new battleground for marketing-led growth

– In the digital age, consumers are always shopping around. New research shows that hooking them early is the strongest path to... growth.
Interview

Pioneering a customer-experience mind-set for Federal Student Aid programs

– Brenda Wensil discusses how to build momentum for a customer-centric approach.
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

Demystifying digital marketing and sales in the chemical industry

– Digital can give chemical companies the power to unlock more than $200 billion of new value by reducing cost to serve, improving... pricing, and for fast movers, capturing growth from competitors.
Article - McKinsey Quarterly

Measuring B2B’s digital gap

– B2B companies fall short of their B2C counterparts in key areas of our Digital Quotient assessment.
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.

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Latest published insights on driving above-market growth.