The new consumer

Top ten on the new consumer | 2016

The year’s most popular articles on the new consumer

1. The CEO guide to customer experience

Companies that create exceptional customer experiences can set themselves apart from their competitors. More →

2. From touchpoints to journeys: Seeing the world as customers do

To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more important issue: the customer’s end-to-end journey. More →

3. Here comes the modern Chinese consumer

Despite concerns about economic growth, the country’s consumers keep spending. Yet our latest survey reveals changes in what they’re buying and how they’re buying it. More →

4. The sales secrets of high-growth companies

The authors of Sales Growth reveal five actions that distinguish sales organizations at fast-growing companies. More →

5. The four pillars of distinctive customer journeys

New research reveals that focus, simplicity, “digital first,” and perceptions matter most. More →

6. Linking the customer experience to value

Many customer-experience transformations stall because leaders can’t show how these efforts create value. Patiently building a business case can fund them, secure buy-in, and build momentum. More →

7. Millennials: Burden, blessing, or both?

Companies often complain about the unrealistic expectations of millennial workers, but heeding their call to action can improve the work environment for everyone. More →

8. Are you really listening to what your customers are saying?

Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback. More →

9. New insights for new growth: What it takes to understand your customers today

Companies that know how and when to use the wide array of research tools available today have a big competitive advantage in generating insights that lead to new organic growth. More →

10. Saving, scrimping, and … splurging? New insights into consumer behavior

Our global survey of more than 22,000 consumers highlights recent shifts in buying behaviors, which have important implications for retailers and packaged-goods companies alike. More →

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