Why Net Promoter Score is past its prime
The metric was useful in simpler times, when companies were beginning to understand the importance of customer experience. But it’s time to replace it.
ROX: How to get started with the new experience metric
Make sure you understand “return on experience” — the new way of tracking the results of your investments in customer and employee experiences — and how to implement it.March 29, 2019 by Matt Egol, Reid Carpenter, and Sujay SahaROX Is the New ROI: Prioritizing Customer Experience
Consumers have more power over your company’s success or failure than ever before, and it’s time for a new metric that captures the return on your investment in them.January 30, 2019 by John MaxwellRelated tags: consumer insights, consumers, consumer trends, customer experience, networks, retail trends, strategyChanges to the Fortune at the Bottom of the Pyramid
The gap between the world’s poorest consumers and others is diminishing. For more insight, read “The New Fortune at the Bottom of the Pyramid.”January 23, 2019Digital-Native Retailers Are Giving Physical Stores a Radical Makeover
Online brands are opening brick-and-mortar shops, using technology and data-driven customer insights to transform the in-store experience.January 18, 2019 by Flavio Palaci, Ramy Sedra, and Anand RaoRelated tags: consumer insights, consumers, consumer trends, customer experience, data, retailing, retail trendsThe New Fortune at the Bottom of the Pyramid
Profound changes are closing the gap between the world’s poorest consumers and others, offering an unprecedented opportunity for businesses to create — and share in — prosperity. For more insight, see “Changes to the Fortune at the Bottom of the Pyramid.”January 2, 2019 by Deepa PrahaladConvenience Is Key in Last-Mile Delivery around the World
Getting consumers their packages when and where they want them in a cost-effective way is a global need, but shipping solutions vary by region.November 26, 2018 by Dominik Baumeister, Peter Kauschke, and Andrew TippingRelated tags: consumer insights, consumer packaged goods, delivery, global perspective, retailing, retail trends, transportationWhat the Top Innovators Get Right
With careful attention to six key areas, companies can make the most of their R&D investment and outpace the competition.October 30, 2018 by Barry Jaruzelski, Robert Chwalik, and Brad GoehleWho Are the Top Innovators?
Explore the companies that made the 2007, 2012, and 2017 high-leverage innovator lists with our interactive tool. For further insight, see What the Top Innovators Get Right.October 30, 2018Bigger Is No Longer Better When It Comes to Consumer Brands
Companies, even tiny upstarts, are using technology to deliver personalized and niche products and services — and take on the mass-market giants.August 29, 2018 by Kevin ManeyRelated tags: 3d printing, consumer insights, consumer packaged goods, consumer products, consumers, consumer trends, technologyShopping by Voice a Hard Sell for Consumers
People are using virtual assistants such as Siri and Alexa to do a lot of things, but making purchases isn’t really one of them. What will it take to make voice commerce take off?June 25, 2018 by Denise DahlhoffRelated tags: consumer insights, consumers, consumer trends, customer experience, retailing, retail trends, technologyOath CEO Tim Armstrong Believes in the Promise of the Mobile Consumer
The company that owns AOL and Yahoo is investing in content, software, and better online user experiences for marketers and consumers.June 13, 2018 by Christopher Vollmer and Daniel GrossToday’s Retail Needs Both Tech and the Human Touch
Digital tools can enhance the customer experience, but won’t replace people.May 17, 2018 by Steve Barr and Ellen DavisRelated tags: analytics, consumer insights, customer experience, digital retail, e-commerce, new technologies, retail trendsClosing the Gap between What Consumers Want and What They Get
People want more human touch in their shopping experiences, but in this increasingly digital, automated world, how can brands deliver?April 11, 2018 by Amy EmmertRelated tags: brand, consumer insights, consumer trends, customer service, digitization, marketing strategies, recent researchCompeting for Shoppers’ Habits
PwC’s seventh annual global survey of consumers suggests that the next major retail industry battle will be over control of everyday routines.April 10, 2018 by John Maxwell, Denise Dahlhoff, and Claire-Louise MooreThe Magic of Predicting Demand from Data
Demand sensing is a key element of a real-time, connected supply chain ecosystem and can kick-start digital transformation.January 15, 2018 by Philipp Berttram, Judith Schneider, and Marc MünchRelated tags: automation, consumer insights, consumers, data analytics, digital retail, strategic planning, supply chainA Guide to This Season’s Consumers
In a complicated retail landscape, it is critical for retailers to understand what shoppers are thinking.December 20, 2017 by Michelle GerdesFour Rules for Courting the 21st-Century Customer
In the era of social media and big data, maintaining consumer relationships is a lot trickier than it used to be.November 27, 2017 by Matt PalmquistBest Business Books 2017: Marketing
Steady ProgressNovember 7, 2017 by Catharine P. TaylorRelated tags: advertising, analytics, best business books, cmo, consumer insights, consumer trends, customer service, e-commerce, marketing, marketing strategies, salesBest Business Books 2017: Innovation
The Platform CompetitionNovember 7, 2017 by James SurowieckiA Strategist’s Guide to the Digital Grocery
As Amazon and Walmart disrupt the grocery industry, smart retailers can compete by plying their wares in a technologically enabled way.July 10, 2017 by Tim Laseter, Steffen Lauster, and Nick HodsonNir Eyal’s Required Reading
The author of Hooked recommends four books for the leaders of consumer companies seeking to create habit-forming products and services.March 8, 2017 by Theodore KinniTurn a Growth Bump into a Boon
Traditional marketing tends toward rigidity and long-range planning, but firms must break out of this framework to exploit unexpected, one-off events.February 23, 2017 by Matt PalmquistThe Digital Marketing Value Loop
INSEAD’s David Dubois on how companies and their customers communicate in the digital age.February 20, 2017 by Shellie KarabellWhen Companies Should, and Shouldn’t, Tout Their Global Reach
Being recognized as an international brand is usually a decided competitive advantage. But some markets and certain consumers prefer local firms.October 20, 2016 by Matt PalmquistRelated tags: brand, consumer insights, consumer trends, globalization, marketing strategies, multinationals
All articles tagged: consumer insights
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