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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.
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Meet today’s American consumer

– US consumers feel better about their financial situation than they did a year ago, but they’re still hesitant to spend too much.
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Why customer analytics matter

– Although survey respondents say the value of customer analytics is declining, our findings show these analytics clearly drive... value. Focusing on three factors can help companies reap the benefits.
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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.
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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.
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Building a culture that embraces the customer’s point of view

– At Deutsche Bank, technology isn’t the point of digitization; the customer is.
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Changing times, shifting targets: Brands pivot to capture new sources of growth

– Our most recent survey indicates that the challenge for the future Japanese luxury market is adaptation—to the needs of new customer... segments and to the rising digital demands of the traditional customer base.
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Competing on customer journeys

– Companies can shape consumer decision journeys that create value for their customers and themselves.
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The new consumer decision journey

– For years, empowered consumers have held the upper hand when it comes to making purchasing decisions. But companies are fighting... back.
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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.
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How to go small for big growth opportunities in Brazil’s consumer markets

– Despite lackluster results in the Brazilian economy over the past decade, McKinsey analysis sees the country poised for significant... near-term and long-term improvement.