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Customer Experience & Loyalty

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Article

CX without design only gets you halfway

– When mapping out the customer journey, combining traditional CX practices with user-centered design processes has proven to bring... the greatest value.
Survey

How inflation and the conflict in Ukraine are impacting European consumers

– The latest Consumer Pulse survey shows that, across Europe, people have changed their habits and adopted new behaviors in response... to new stressors.
Video

Marketing to the multifaceted Black consumer

– To attract Black consumers, brands must demonstrate quality, social mission, and good value.
Article

Six customer experience pitfalls to avoid

– To successfully enhance customer experience, companies need to build the right organizational capabilities and culture to plan,... execute, and sustain the transformation.
Article

The new key to automotive success: Put customer experience in the driver’s seat

– Customer experience has replaced hardware engineering prowess as carmakers’ critical battleground. Here’s how incumbent... brands can effect a bold, fast transformation.
Article

US holiday shopping 2021: Strong demand meets big challenges

– As holiday shopping ramps up—and supply-chain issues persist—forward-looking retailers are already doing things differently.... Maintaining customer loyalty will be key.
Article

Next in loyalty: Eight levers to turn customers into fans

– How do top-performing companies maximize the impact of their loyalty programs in the next normal? By focusing on customer behavior,... segment by segment.
Article

Five traps to avoid: The long game of DTC and e-commerce

– Simply selling online is relatively easy. But unless you plan from day one to build a sustainable e-commerce business, you risk... crippling your ability to scale over time.
Article

Revenue growth management: The time is now

– Market challenges and legacy decisions are forcing consumer-packaged-goods companies to rethink their strategies for revenue growth... management.
Article

It’s showtime! How live commerce is transforming the shopping experience

– Blending entertainment with instant purchasing, live commerce offers retailers, brands, and digital platforms a new channel with... enormous scope for creating value.
Article

Sign up now: Creating consumer—and business—value with subscriptions

– Done right, subscription businesses can provide consumers with value, convenience, and personalized offerings while fostering... stability and growth.
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