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Topic: Loyalty

Article

Meet today’s American consumer

McKinsey’s latest research shows US consumers feeling less economic pressure than at any time since 2008—but still cautious about spending.

Article

Are you really listening to what your customers are saying?

Too many companies squander the treasure that is customer feedback. The solution is creating a culture of continuous feedback.

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Putting behavioral psychology to work to improve the customer experience

By understanding the considerations that influence behavior, companies can design and manage service encounters to maximize customer satisfaction.

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Meet the new Brazilian consumer

Amid one of the country’s most severe recessions, how can consumer-goods companies and retailers succeed in Brazil?

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Debunking common myths about healthcare consumerism

Debunking common myths about healthcare consumerism

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Competing on customer journeys

Companies can shape consumer decision journeys that create value for their customers and themselves.