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Customer Experience & Loyalty

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Article

The revival of customer loyalty: How regulated utilities can reshape customer engagement

– With customer expectations rising and new technologies emerging, constant renewal of customer transformations can never be over.
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Understanding the customer experience with government

– Government agencies that are unclear on what matters most to their customers risk wasting time and resources on the things that... don’t. Finding out is the first step.
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Build a case, build a following: Laying the groundwork to transform customer experience in government

– Transforming government agencies to serve people better relies on making a compelling business case and inspiring supporters willing... to champion the change. Here’s how.
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How are consumers feeling about their finances?

– In many countries, consumer sentiment has improved since 2015. Consumers have become more bullish about their ability to spend.
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Air-freight forwarders move forward into a digital future

– Digital challengers can’t replace every step in the value chain, at least for now. But they will nonetheless transform it... over time.
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What the future science of B2B sales growth looks like

– Companies that lead in B2B sales follow a three-pronged strategy to drive above-market growth.
Article

Cashing in on the US experience economy

– The time may be right for private equity to reach for experiences.
Article - McKinsey Quarterly

Putting the right price on customer interactions

– Consumers are willing to pay more for choice in their interactions, yet most companies remain perplexed about which ones their... customers really want—and how much to charge for them.
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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.
Article

Why your call center is only getting noisier

– Investing in digital solutions to reduce call volumes and costs may not pay off if customer experience isn’t central to the effort.
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The expanding role of design in creating an end-to-end customer experience

– Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will... open enormous opportunities to build new businesses.
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