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Customer Experience & Loyalty

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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.
Article

Prime Day and the broad reach of Amazon’s ecosystem

– Amazon’s Prime Day successes go way beyond sales. Retailers can learn from Amazon’s focus on leveraging and building... out its ecosystem.
Article

Marketing consumer durables in India: A journey into the minds of digital-age consumers

– A new McKinsey metric helps Indian marketers get buyers’ attention at the beginning of their decision journey—when... it counts the most.
Interview

A passion for customer experience in driving growth

– Embracing data and providing an enhanced customer experience have been keys to growth at Hugo Boss.
Article

How much is your company worth to its customers?

– Established companies with long histories of performance, increasingly face new competitors with no track record and lower prices.... What’s the value of experience?
Article

A technology blueprint for personalization at scale

– Personalization at scale requires companies to take on the challenges of technology and business in tandem, starting in the C-suite.
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