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articleSocial: An essential component of pervasive B2B marketing
Roxane Divol, a partner at McKinsey, spoke at ITSMA's recent Marketing Leadership Forum about the challenges companies face implementing an effective social media program. more
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Infographic: Are you ready for the digital revolution?
The new customer decision journey has broad implications that ripple through every organization. more
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articleHow Maersk Line made a splash in social media
Jonathan Wichmann, head of social media for the container shipping company, Maersk Line, spoke with us about how he built up a social-friendly culture that the company values. more
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articleCustomer journey analytics and Big Data
McKinsey partner, Dorian Stone, and Clickfox CEO, Marco Pacelli, spoke at Fiserv Forum 2013 about the value of Big Data in understanding the customer journeys that matter. more
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articleBeyond the hype: Capturing value from Big Data and advanced analytics
Consumer-facing companies must be able to gather and manage the right data, turn it into insights, and translate those insights into effective frontline action. more
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videoVideo: Centralize social media monitoring, decentralize the benefits
Companies need to consider centralizing skill sets to monitor social media across the organization. more
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articleThe coming era of ‘on-demand’ marketing
Emerging technologies are poised to personalize the consumer experience radically—in real time and almost everywhere. It’s not too early to prepare. more
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articleFollow the customer decision journey if you want B2B sales to grow
B2B organizations must focus on the people and moments that matter so that marketing spend turns into real sales. more
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Retail Marketing and Branding: Did you know?
Success in retail today requires business leaders to get the balance between science, art, and craft just right. more
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articleAdvertising in 2020: The demand for marketing on-demand
Advertising will evolve in many ways that no one can predict. But the trend towards “on-demand” marketing is already clear and is placing new demands on marketers’ leadership and skills. more
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articleE-journey: Digital marketing and “path to purchase”
Telecoms players need to focus on digital channels in their sales and marketing to reap both revenues and savings. more
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articleBeyond price: Changing insurance shoppers
Insurers will need to develop a more sophisticated understanding of customer segments and shopping behaviors. more
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articleEngaging boards on the future of marketing
At many companies, the whole organization is becoming more responsible for customer engagement. A few are extending this thinking to the boardroom. more
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articleYes, you can get satisfaction: Lessons from the Customer Experience survey
Widgets, bytes or wheels: Whatever the industry, businesses need satisfied customers. more
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slideshowPresentation: Digital luxury customer experience
While a number of leading brands have embraced digital, most companies still have not made digital a core part of their growth strategy. more
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slideshowPresentation: Liquid and linked marketing
STANFORD – Wendy Clark, SVP, Integrated Marketing Communications and Capabilities for the Coca-Cola Company, explains how marketing requires a meaningful message that is share-worthy. more
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articleGetting into your customers’ heads: An interview with the COO of Electronic Arts Labels
The success of Electronic Arts once hinged on managing relationships with retailers. Today, EA is learning how to use technology to get closer to its customers—the gamers themselves. more
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slideshowPresentation: The social care imperative
STANFORD - Gadi Benmark, senior vice president of client development and advisory at NM Incite, and McKinsey partner Dan Singer, demonstrate how social care can not only be cheaper but also more effective than regular customer care. more
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articleOnline vs offline shopping boundaries disappear for the consumer
Brands will shift significant spend to promotions and other mobile communications to reach their customers. more
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articleHow to win in 2013? Customer experience
Companies that deliver a great customer experience will convert sales at a much higher rate. more
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articlePresentation: On-demand engagement
STANFORD – McKinsey's David Edelman explains how marketing today means being where your customers are, giving them control, personalizing their journey, and making it easy. more
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article
Retail Marketing and Branding: A definitive guide to maximizing ROI
Success in retail today requires business leaders to get the balance between science, art, and craft just right. more
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articleRetailers: Mobile is for “serving” your users
Mobile is now the 24-7 concierge of the modern retail environment. But retailers still think of it as just another communications tool. more
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articleTurn customer care into “Social Care” to break away from the competition
Social care is about more than saving money; it’s about providing a better customer experience. more
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articleMajor bank, major digital transformation
BARCELONA – Robert Tas, managing director and head of digital marketing at JP Morgan Chase, and David Edelman, McKinsey partner, show why and how marketers have to be more systematic and disciplined about extracting value from every stage of the customer decision journey. more
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articleTarget: Going Deep on Engagement
Target CMO, Jeff Jones, explains what it takes to build a meaningful multichannel experience for their customers. more
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articleThe Marketing Organization Of The Future
With radical forces reshaping the nature of marketing, it is up to organizations to adapt. more
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articleRetail 4.0: The future of retail grocery in a digital world
Grocery store consumers are defining the trends that will shape this new generation of sales growth. In response, stores are changing how they do business. more
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slideshowPresentation: Mobile advertising in an on-demand world
Mobile is creating an on-demand customer experience that requires companies full interaction. more
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articleMobile Has Created The Veruca Salt Doctrine: I Want It, And I Want It Now
Mobile has delivered ubiquitous connectivity, and customers now expect meaningful information, service, and content from brands. more
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articleMaking sense of e-detailing in Japan’s pharmaceutical sector
After much trial and error, pharmaceutical companies might be on the cusp of a promising new electronic sales strategy – and Japan is leading the way. more
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articleGilt Groupe: Using big data, mobile, and social media to reinvent shopping
Gilt Groupe provides instant insider access to today’s top designer labels and has grown to a half billion in sales since its founding. Co-founder Alexis Maybank talks about how they did it more
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videoVideo: 3 ways to optimize digital sales
Sales leaders need to create a customer experience that leads the buyer through the purchase process and beyond. more
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videoVideo: Three steps to close the digital sale
To boost growth, sales leaders need to understand where digital creates value for them and their customers more
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articleThe Social Enterprise: How your customers produce and consume in the social world
B2B customers are becoming more social, and their expectations are changing rapidly. more
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articleAnatomy of a Consumer Decision Journey
Different consumers take different journeys to purchase. more
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article3 phases of Consumer Decision Journey in action
Brands in the initial consideration set can be up to three times more likely to be purchased eventually than brands that aren’t in it. more
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articleInfographic: Anatomy of a Smartphone Purchase
85 people from around the world track the process of buying a smart phone. Here's what the journey looked like. more
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articleGlobal digital diaries: Buying a smartphone
We followed almost 100 consumers from eight markets (Brazil, Britain, China, France, Germany, Hong Kong, Japan and the US) as they went about buying a smart phone. more
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articleAmazon’s Secret Sauce
Fanatical attention to customer needs and smart tech investments underpin e-commerce excellence and customer loyalty. more
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articleThe future of brick & mortar retail in the digital era
The rapid change in shopping behavior is creating massive strains on brick & mortar retailers, who need to not just adapt but get ahead. more
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slideshowPresentation: Badges & Benefits: Is your loyalty program delivering value?
Businesses are not keeping up with the digital innovations in loyalty. more
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slideshowPresentation: Driving growth in B2B through digital
B2B customers are moving to digital in overwhelming numbers; companies need to keep up. more
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videoVideo: Winning over the customer
The new era of banking requires extensive training at the local branch level. more
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videoVideo: “Customer-centric” banking in four steps
Banks need to simplify their processes to connect with customers and drive topline growth more
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videoVideo: Bank profits in becoming customer-centric?
A customer-centric initiative can lead to top line growth and a reduced attrition rate. more
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articleThe next stage: Six ways the digital consumer is changing
The Internet, not yet 20 years on from its emergence into the consumer mainstream, is evolving as fast as ever. more
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articleInfographic: Are you ready for the digital revolution?
Understand your customers, harness big data, master multichannel delivery, and transform your organization. see infographic on pinterest
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articleThe challenges of using digital technologies
Executives are focusing on three digital trends, but are concerned that their resources won't be enough to reach their goals. more
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articleSeven strategies to beat the retail apocalypse
Retailers need to understand and exploit their multichannel advantages if they want to survive in a digital world. more
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articleSix strategies to win the mobile consumer showdown
Retailers need to focus on a specifically mobile strategy to win this new breed of customer more
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videoVideo: Challenges of creating a great customer experience
For a consistent customer experience across all touchpoints, companies need make significant operational changes. more
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videoVideo: B2B companies: The new rules of the digital game
It all starts with understanding the customers’ decision journey. more
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article
Serious about SMB customer experience? Focus on your web site
To support small- and medium-sized business (SMB) purchasers throughout their decision journey, your site needs to be a core part of your multichannel approach. more
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Make a mobile offer your customers can’t refuse
Marketers need to integrate digital offers into their multichannel strategy if they want to maintain their relationships with their customers. more
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videoVideo: The four simple rules of customer engagement
Building relationships with customers requires trust and listening. more
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videoVideo: Social can turn customers into advocates
Social media can turn loyal customers into helpful brand advocates. more
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videoVideo: Launching a car through social and digital
Social media provides great awareness for a fraction of the cost. more
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videoVideo: Finding authentic stories
Your employees can be your most effective, and trustworthy, brand advocates. more
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videoVideo: Digital and social are the world’s greatest enablers
Social media provides critical reach and an important mechanism for harnessing brand advocates more
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articleCreating a winning digital model
An effective social media strategy needs to build enough advocates so your real story is out there. Read the synopsis
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articleFighting back: The next frontier for consumer electronics retailers
Consumers are buying electronic devices by the boatload—but retailers are not smiling. more
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articleTaking social media along the Consumer Decision Journey
Buying something is not just a destination; it is a journey of many steps more
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article
Building your customer engagement ecosystem
Form a deeper relationship with your customers by creating an engagement ecosystem that reaches beyond your marketing team. more
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articleJohn Battelle: Building the conversation economy
John Battelle, the founder and executive chairman of Federated Media Publishing, explains what it means to understand content not as a constellation of sites, but as a system of conversations. more
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videoVideo: Four steps to build a social brand
Empowering both employees and customers can make for a social and affable brand. more
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videoVideo: Trends in customer behavior
Organizations are evolving quickly to keep up with the power shift to customers. more
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videoVideo: Focusing on customer experience
Companies need to organize themselves around the customer if they want to master customer experience. more
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videoVideo: How to make better decisions
Marketing cannot succeed in a multichannel organization without active collaboration with other functions. more
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videoVideo: Determining marketing priorities
Marketing leaders need to work with the CEO to develop a consistent and effective customer experience. more
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videoVideo: The four characteristics of successful marketing campaigns
Great marketing campaigns are all about understanding your audience. more
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articleWinning the consumer decision journey
Marketers need to understand the iterative and circular consumer decision journey so they reach consumers in the right place at the right time with the rightmessage. more
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articleThe impact of Internet technologies: Search
What is search really worth, and who is benefiting? It's not all the usual suspects. more
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articleRob Fuggetta
In this interview, Rob Fuggetta, the founder and CEO of Zuberance, discusses the role of brand advocacy in driving growth at the end of the customer decision journey. more
