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Customer Experience & Loyalty

ALL INSIGHTS

Article

Adapting customer experience in the time of coronavirus

– Care, creative thinking, and new tools can address customers’ acute needs today and forge stronger ties in the post-COVID-19 era.
Article

At the heart of a crisis: How consumer-health companies can lead in the time of coronavirus

– As consumer behavior continues to shift with ever-changing conditions, consumer-health companies must respond to the coronavirus... pandemic with key stakeholders in mind.
Article

Preparing for loyalty’s next frontier: Ecosystems

– As digital marketing expands consumers’ choices, companies are learning to drive customer loyalty—and growth—by... pooling data within an ecosystem of brands.
Article

The end of shopping’s boundaries: Omnichannel personalization

– Personalization across physical and digital channels is the next big marketing opportunity. The secret is figuring out how they... best work together.
Interview

Reinventing the organization for faster growth

– MásMóvil has been able to accelerate its growth by fostering a culture focused on growth and killing off emails,... among other things.
Article

Winning in automation requires a focus on humans

– While organizations are often tempted to use automation to eliminate work, looking at the customer experience for growth opportunities... can maximize returns on automation investments.
Interview

Instilling a company-wide growth mind-set to achieve both short- and long-term growth

– Growth for Scout24 requires a “three-sided” view of the customer.
Article

Consumer-data privacy and personalization at scale: How leading retailers and consumer brands can strategize for both

– Customer concerns about the security and privacy of their online data can impede personalized marketing at scale. Best-practice... companies are building protections into their digital properties.
Article

How analytics can drive growth in consumer-packaged-goods trade promotions

– Consumer-packaged-goods companies seeking better results from trade promotions need a five-step strategy to upgrade their analytics.
Article - McKinsey Quarterly

The public sector gets serious about customer experience

– As public expectations rise, government agencies are doubling down on improving service delivery to delight their customers.
Article

Ready to ‘where’: Getting sharp on apparel omnichannel excellence

– Brands and retailers are moving quickly to provide more seamless omnichannel shopping experiences—but your customers are... moving faster.
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