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Customer Experience & Loyalty

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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.
Executive Briefing - McKinsey Quarterly

The CEO guide to customer experience

– Companies that create exceptional customer experiences can set themselves apart from their competitors.
Podcast

Why the customer experience matters

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

Infographic: Sales growth—five proven strategies

– There’s no magic to exceptional sales growth. Successful companies apply five basic strategies tested and proven around the world.... Here’s their roadmap.
Article

Discussions on digital: The new world of marketing

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

Are you really listening to what your customers are saying?

– Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s... voice and integrating it into a culture of continuous feedback.
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.