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Customer Experience & Loyalty

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Article

Four ways to achieve pricing excellence in retail marketplaces

– Sellers typically control what retail marketplaces charge for their products, but retailers have options to keep pricing competitive—and... customers loyal.
Interactive

Winning in loyalty

– To strengthen customer loyalty, strengthen your value proposition.
Report

Emerging cautiously: Australian consumers in 2022

– Our latest Australian consumer survey has found five emerging themes that describe consumer optimism, spending habits, and shopping... transformations coming out of the COVID-19 pandemic.
Survey

European consumers increasingly react to the stress of rising prices

– The latest Consumer Pulse Survey shows that, across Europe, people are continuing to adopt new behaviors in response to new stressors.
Article

Commerce media: The new force transforming advertising

– Commerce media is revolutionizing how ads are bought and optimized. Companies need the right strategy to share in its potential... trillion-dollar-plus value.
Article

Opportunities for e-commerce success in Europe: Retail media networks

– Traditional retailers can join the boom in online shopping and digital commerce through retail media networks—a fast-growing... profit stream.
Article

How the operating model can unlock the full power of customer experience

– By embedding customer experience within the organization and its operating model, companies can provide superior customer experience... and realize tangible business impact.
Article

Opportunity knocks for Europe’s digital consumer: Digital trends show big gains and new opportunities

– Despite still high digital adoption rates, our latest Digital Sentiment Survey finds that consumers are uncertain about the future.... But clear opportunities for digital growth exist for companies that know where to look.
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.
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.
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