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Customer Experience & Loyalty

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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?
Podcast

Giving and reaping rewards: A conversation with ShopBack’s Joel Leong

– Transplanting a successful e-commerce business model into a region where online shopping is still developing is a heady task for... any organization. But a willingness to localize that model and fertilize the market by rewarding users for online purchases helped ensure success, according to the cofounder of a Singapore-based cash-back platform.
Article

How COVID-19 has accelerated changes in the B2B sales landscape in Brazil

– New analysis makes it clear: The digital revolution is a huge leap forward for B2B sales in Brazil.
Podcast

2020 season recap: Building and scaling new businesses

– Listen to learnings on business building from The Venture’s 2020 episodes.
Article

DTC e-commerce: How consumer brands can get it right

– Consumer brands need to make direct-to-consumer economics feasible and the customer experience seamless.
Podcast

Holiday shopping in 2020

– Consumers, longing for normalcy and eager for something to celebrate, plan to spend money during the holidays—but differently... from the way they have in the past.
Article

Think fast: How to accelerate e-commerce growth

– The most critical tools in successful e-commerce expansion are customer-centricity and a test-and-learn mindset.
Article

The conflicted Continent: Ten charts show how COVID-19 is affecting consumers in Europe

– European consumers are emerging from lockdown at their own pace—and with new priorities that include personal safety and... social values.
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