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slideshowPresentation: Customer journey analytics and big data
Mastering customer journeys—the set of interactions a customer has with a brand to complete a task—can help companies turn excellent customer experience into above-market growth. more
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videoVideo: Managing B2B sales performance
McKinsey director Maryanne Hancock details how companies can maintain effective accountability of sales reps and manage performance across markets. more
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videoVideo: Marketing at “clickspeed”
The ability to change elements of marketing rapidly, such as life cycles and pricing, has dramatically altered the retail marketing landscape. more
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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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videoVideo: Digital excellence in retail means getting it right everywhere
Just start, step by step, improving each element of the entire retail value chain through the depth of data now available. more
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Infographic: Five digital trends shaking up Europe
Europe’s second digital “big bang” is creating profound changes that companies need to adapt to if they want to grow. more
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videoVideo: The hurdles to effective retail marketing
Multiple data touchpoints and interactions challenge today’s CMOs, especially those that succeeded through a judgmental approach. 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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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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videoVideo: The art of the possible: Turning Big Data into retail growth
Retail executives, not technologists, need to set the Big Data agenda. more
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videoVideo: “Secret sauce” — Lessons from Amazon
Retailers who can figure out how to make places meaningful, convenient, and compelling experiences will be the ones that will win. more
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videoVideo: Becoming a successful multichannel retailer
Retailers who can figure out how to make places meaningful, convenient, and compelling experiences will be the ones that will win. 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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videoVideo: Retail’s future: Go small to grow big
Retailers can find growth by getting much more granular to find opportunities for growth. more
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slideshowPresentation: Five trends in consumer behavior
As consumers rush to digital, retailers need to focus on five areas where they can find growth. 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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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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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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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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articleEight trends shaping digital marketing in the auto industry
Marketers need to shift digital marketing into overdrive to enable a new, highly effective, targeted, and “real-time” approach to customers. more
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articleHow to reach today’s “channel-surfing” customers
What does it really mean to be a multichannel retailer today? Companies need to focus on the details. 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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articleHow is the American online consumer evolving?
Just a decade ago, online commerce was the exception. Now it is routine. Retailers must adapt and get ahead of the curve. more
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articleGet in touch with customer touch points
Customers are demanding very different kinds of relationships with companies. Here are some ways to jump-start customer engagement across your organization. more
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articleDon’t forget offline: Insurers need to be where their customers are
Direct distribution is the key to growth for carriers, but few have the capabilities – or the channel strategy – to do it well. more
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slideshowPresentation: Sales Growth – Five proven strategies from the world’s sales leaders
Sales Growth reveals the strategies and models of over 100 reputable sales leaders. more
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slideshowPresentation: Understanding shifts in consumer behavior
The consumer move to digital has unleashed a treasure trove of data for companies that know how to use it. 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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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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articleSales Growth: Five Proven Strategies from the World’s Sales Leaders
Our book focuses on what’s on every leader’s agenda in today's turbulent business climate: growth. 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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articleSpoiled for choice how Asia’s bank consumers are changing channels
Asian banking consumers are changing the way they do their business. Here's how banks can adapt. more
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articleGaming expands its presence in the digital universe
Update your business model for reaching your customers now that (nearly) everyone’s a gamer. more
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videoVideo: Engaging with the customer
Businesses shouldn’t be exclusively dependent on a decentralized or centralized marketing strategy. more
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articleValue in an evolving multichannel world
Josh Leibowitz and Aaron Rettaliata jointly spoke at the National Retail Foundation annual convention about steps retailers can take to improve value perception and pricing execution in a multichannel world. 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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articleThe value proposition of multichannel retailing
Consumers love low prices, but retailers shouldn’t overlook the way shoppers perceive value online and in stores. more on the McKinsey Quarterly site
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articleWhen good email goes bad
Mass email is becoming a cheap fix with a high price that can drive away your customers for good. more
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articleMeasuring the value of search
New McKinsey research estimates the impact of Internet search in the global economy, pinpointing the sources of value and the beneficiaries. more on the McKinsey Quarterly site
