“Five ‘No Regrets’ Moves for Superior Customer Experience & Engagement” – McKinsey

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The head of McKinsey’s marketing practice pens an article that unsurprisingly puts marketers in charge of the new discipline of Customer Experience management. Look beyond the territorial play and the creation of new jargon and these “five no regrets” moves make a lot of sense – adjusting the operating model to put customers at the […]

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“Recession Mentality Deeply Ingrained” – BCG

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This is an important piece of research; but one that warrants deeper analysis.  BCG’s eleventh annual global survey of consumer sentiment provides somewhat bleak insight into the persistently low rate of consumer sentiment across developed markets.  While the outlook in the BRIC markets is upbeat, in developed markets, the persistence of the current recession has […]

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