Skip to main content
Back to Our Insights

Customer Experience & Loyalty

ALL INSIGHTS

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.
Article

Driving the automotive customer experience toward the age of mobility

– Automotive brands need to refine and digitize the customer experience they provide—otherwise they will not be ready to develop... into the mobility providers of tomorrow.
Article

Bringing agile to customer care

– Early adopters are achieving impressive performance gains by empowering frontline workers to excel as team-based problem solvers.
Article

Getting the best customer service from your IVR: Fresh eyes on an old problem

– Interactive voice response (IVR) systems have one major flaw: people don’t like them. To address this, companies need to... rethink their design priorities and put customer experience first.
Article

How advanced analytics can help contact centers put the customer first

– Companies without advanced analytics are leaving significant customer-service improvements on the table. But to fully reap the... advantages of advanced analytics, organizations must have the right foundations in place to make the most of their data.
Sorry, we couldn't find any results. Try removing some filters.