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Customer Experience & Loyalty

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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.
Article

Why your call center is only getting noisier

– Investing in digital solutions to reduce call volumes and costs may not pay off if customer experience isn’t central to the effort.
Article

The expanding role of design in creating an end-to-end customer experience

– Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will... open enormous opportunities to build new businesses.
Article

When the customer experience starts at home

– To serve end customers better, begin with your employees.
Video

Lifting customer experience at an elevator company

– Pierre Liautaud, executive vice president at Finnish elevator maker KONE, describes the critical role of frontline teams in navigating... complex business-to-business (B2B) customer-experience relationships.
Interview

An insurer’s journey to better customer experience: A conversation with Allianz’s Firuzan Iscan

– The customer-experience leader at Allianz describes how the German insurer is learning to view customer journeys from an outside-in... perspective.
Article

Finding the right digital balance in B2B customer experience

– Growing numbers of B2B companies are focusing on digitization to succeed with customer-centric strategies. Here’s how to... get it right.
Article

Four ways to shape customer-experience measurement for impact

– Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better... investments.