Retailers are returning to their pre-pandemic service expectations, according to new research from McKinsey & Co, presenting challenges for consumer goods companies navigating the inflationary environment.
Every time a brand takes stage at an industry conference, you will see a diagram of the consumer at the center and you will hear how they are “consumer-centric” or “consumer-first,” but are they really? Learn how to truly focus on the customer.
Today's consumers are demanding more personalized digital experiences, but are increasingly reluctant to share the data that enables such experiences. Healthcare company Haleon has found a unique way to navigate this challenge.
The goal of Customer Experience (CX) is to engage, co-create value, and connect with customers as they shop and buy. These days, customers expect you to offer a personalized version of what they need, based on where and when they need it.
To learn how, download this guide.
Goya Foods is celebrating Hispanic Heritage Month by launching its own online store where consumers can order products and have them shipped to their homes. Learn about the company's "first real DTC effort."
We dig into some of the biggest consumer behavior changes that are impacting customer service operations today, and learn about some of the technologies that are most important to brands and retailers to meet these new needs.
CEO and co-founder of Xero Shoes Steven Sashen tells CGT he recognized that if the brand didn’t sell directly online to consumers, they would have no relationship with them. Learn about the brand's dive into e-commerce.
Learn by example with ConAgra's tips for creating a performance playbook that allows CGs to rebound with greater vigor and vitality, respond with agility to long-term outlooks, and create more value for consumers through a supply chain that’s based on collaboration and organization.
Calling yourself a premium brand leaves zero wiggle room for sub-par customer experiences — and such is life for Loverboy, the growing better-for-you alcohol brand that prides itself on both its inputs and its ability to foster deep consumer connections.
Unilever is partnering on a pilot program that will allow consumers to have ice cream delivered via a fleet of Robomarts — branded vans stocked with products from companies such as Ben & Jerry’s, Breyers, Good Humor, Magnum ice cream, and Talenti.
Whether its languishing for hours before speaking with an agent or navigating a confusing labyrinth of options, one need not be in the industry to understand the detriment of a poor customer service experience.