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Customer Experience & Loyalty

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Article

Coping with the big switch: How paid loyalty programs can help bring consumers back to your brand

– The demands of the pandemic have challenged customer loyalty and increased the value of paid loyalty programs for companies that... do them right.
Podcast

The path forward for the US retail industry

– What will it take for US retailers to succeed post-COVID-19? Three McKinsey partners offer their views.
Article

Derisking corporate business launches: Five steps to overcome the most common pitfalls

– Launching new businesses is inherently risky. Successful launches are marked by how well companies connect with their customers.
Article

Meet the next-normal consumer

– Consumer behavior has changed radically in response to the COVID-19 lockdown. Understanding which changes are likely to stick... will help companies plan for the recovery.
Interview

Customer loyalty: The new generation

– Changes in consumer behavior due to the surge in digital mean companies need to revamp their loyalty programs. Here are the essentials... for success.
Article

For corporate travel, a long recovery ahead

– Business travel is critical to many travel providers but will take a long time to return to previous levels after the COVID-19... pandemic. Here’s what the players that depend on it need to know.
Article

Rules of engagement: Winning with the basics in digital telecommunications

– Online sales and service are key measures of successful digital transformations. But most telecom operators aren’t implementing... the fundamentals that drive customers online and keep them there.
Article

The great consumer shift: Ten charts that show how US shopping behavior is changing

– Our research indicates what consumers will continue to value as the coronavirus crisis evolves.
Article

Europe’s digital migration during COVID-19: Getting past the broad trends and averages

– A survey of 20,000 European consumers pinpoints what has changed in which markets, suggesting prompt actions for companies to... consider.
Podcast

Discussions in Digital: Surveying the brand-building landscape

– The digital age is forcing companies to innovate the way they build brands.
Article

Elevating customer experience excellence in the next normal

– Companies that make the right investments now could build an enduring advantage in serving customers. Three priorities will be... key.
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