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What shoppers really want from personalized marketing

– What customers want and what businesses think they want are often two different things. Here’s what customers are looking for.

Customer experience

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Customer Experience

More insight into creating competitive advantage by putting customers first and managing their journeys.

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Article

In search of a better stretch target

– Aggressive goals can dramatically improve a company’s performance. But unachievable goals can do more harm than good. Here’s how... to stretch without breaking.
Article

Should CPG manufacturers go direct to consumer—and, if so, how?

– The digital world has given manufacturers new ways to engage consumers, but online direct-to-consumer models are a mixed bag.... Which ones actually work?
Report

Black Friday 2017 shopping report: “Consumer sentiment is riding high” reveals, consumers have great expectations for this year’s event

– Marking the unofficial start of the Christmas shopping season, Black Friday is a day when US retailers traditionally offer hefty... discounts designed to tempt families into stores to pick up bargains. In recent years, UK retailers have followed the lead of their US counterparts, offering in-store and online promotions and deals designed to capture the imaginations and wallets of consumers in the run up to Christmas.
Interview

Growth transformation: Delivering on a diversified set of e-commerce growth strategies

– Successful marketers shift strategies and roles to develop the technology, capabilities, and mind-set for growth.
Article

Global customer and channel management: What the best CPG companies do

– To excel in customer and channel management, consumer-goods companies must emphasize different capabilities in different markets.... Which ones matter most, and where?
Interview - McKinsey Quarterly

Safe enough to try: An interview with Zappos CEO Tony Hsieh

– Organizations are more likely to innovate and thrive when they unleash the potential of individuals and the power of self-organizing... teams, says the online retailer’s CEO.
Article

What enterprise-technology companies must know to drive digital-sales growth

– B2B companies often achieve subpar results from digital-sales initiatives—and tech companies are not immune to this problem. How... can they reverse the trend?
Podcast

Discussions in digital: Moving B2B companies into the digital world

– Digital has changed how B2B leaders meet customer demands, but not in all the expected ways.
Article

Savvy and sophisticated: Meet China’s evolving car buyers

– Our 2017 survey of Chinese auto consumers shows they’re demanding more from carmakers. How can companies keep up with shifts in... this must-win market?
Interview

The Customer Growth Indicator: How to win the battle for initial consumer consideration

– New research reveals how businesses can attract customers when it counts most: at the beginning of their decision journey.
Article - McKinsey Quarterly

When B2B buyers want to go digital—and when they don’t

– New research indicates where to focus digital investments so that they will reap rewards in online and face-to-face channels.