Marketing & Sales

Back to Our Insights

Customer Experience & Loyalty

ALL INSIGHTS

Article

When the customer experience starts at home

– To serve end customers better, begin with your employees.
Video

Lifting customer experience at an elevator company

– Pierre Liautaud, executive vice president at Finnish elevator maker KONE, describes the critical role of frontline teams in navigating... complex business-to-business (B2B) customer-experience relationships.
Interview

An insurer’s journey to better customer experience: A conversation with Allianz’s Firuzan Iscan

– The customer-experience leader at Allianz describes how the German insurer is learning to view customer journeys from an outside-in... perspective.
Article

Finding the right digital balance in B2B customer experience

– Growing numbers of B2B companies are focusing on digitization to succeed with customer-centric strategies. Here’s how to... get it right.
Article

Four ways to shape customer-experience measurement for impact

– Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better... investments.
Article

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.
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 - McKinsey Quarterly

Omnichannel, not omnishambles

– Providing an omnichannel customer experience requires companies to become more flexible and responsive.
Article

Winning the expectations game in customer care

– Call centers aren’t what they used to be. Here’s how to capture the loyalty of increasingly demanding customers.