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Customer Experience & Loyalty

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Article

No customer left behind: How to drive growth by putting personalization at the center of your marketing

– Successful personalization at scale requires four elements working in tandem. Here’s how marketing leaders build the operating... model to make that happen.
Article - McKinsey Quarterly

Unleashing the power of small, independent teams

– Small, independent teams are the lifeblood of the agile organization. Top executives can unleash them by driving ambition, removing... red tape, and helping managers adjust to the new norms.
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.
Article

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.
Article

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.
Article

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.
Article

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.
Article

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.
Article

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.
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