The year’s most popular articles on the new consumer
The CEO guide to customer experience
1. The CEO guide to customer experience
Companies that create exceptional customer experiences can set themselves apart from their competitors. More →
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From touchpoints to journeys: Seeing the world as customers do
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 →
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Here comes the modern Chinese consumer
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 →
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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 →
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5. The four pillars of distinctive customer journeys
New research reveals that focus, simplicity, “digital first,” and perceptions matter most. More →
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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 →
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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 →
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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 →
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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 →
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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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