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Customer Experience & Loyalty

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Article

The new key to automotive success: Put customer experience in the driver’s seat

– Customer experience has replaced hardware engineering prowess as carmakers’ critical battleground. Here’s how incumbent... brands can effect a bold, fast transformation.
Article

US holiday shopping 2021: Strong demand meets big challenges

– As holiday shopping ramps up—and supply-chain issues persist—forward-looking retailers are already doing things differently.... Maintaining customer loyalty will be key.
Article

Next in loyalty: Eight levers to turn customers into fans

– How do top-performing companies maximize the impact of their loyalty programs in the next normal? By focusing on customer behavior,... segment by segment.
Article

Five traps to avoid: The long game of DTC and e-commerce

– Simply selling online is relatively easy. But unless you plan from day one to build a sustainable e-commerce business, you risk... crippling your ability to scale over time.
Article

Revenue growth management: The time is now

– Market challenges and legacy decisions are forcing consumer-packaged-goods companies to rethink their strategies for revenue growth... management.
Article

It’s showtime! How live commerce is transforming the shopping experience

– Blending entertainment with instant purchasing, live commerce offers retailers, brands, and digital platforms a new channel with... enormous scope for creating value.
Article

Sign up now: Creating consumer—and business—value with subscriptions

– Done right, subscription businesses can provide consumers with value, convenience, and personalized offerings while fostering... stability and growth.
Interview

Retailers as ‘experience designers’: Brian Solis on shopping in 2030

– In the future, the most successful retailers will employ experts in video-game design and spatial computing, predicts Salesforce.com’s... global innovation evangelist.
Article

Made to measure: Getting design leadership metrics right

– Setting a North Star and combining qualitative data with quantitative measures can demonstrate the value and effectiveness of... design.
Article - McKinsey Quarterly

Prediction: The future of CX

– Designing great customer experiences is getting easier with the rise of predictive analytics.
Interactive - McKinsey Quarterly

Five Fifty: Making loyalty pay

– Fast-surfing consumers are trying out new brands, stores, products, and websites. Can loyalty programs keep pace?
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