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Articles by Ralph Breuer
European nongrocery retail: Transition and transformation
November 28, 2024 | Report After an unpredictable several years, nongrocery retailers in Europe are seeking to uncover pockets of growth. To succeed, they will need to navigate differences across markets and retail categories. Over the past five years, nongrocery retailers in Europe have faced twin challenges: navigating fierce macroeconomic headwinds and a heightened competitive landscape while catering to increasingly selective consumers.
AI for medtech commercial growth: Five missteps to avoid
Medtech companies are looking to AI and advanced analytics to help retool their commercial models to meet customers’ evolving expectations—but common misunderstandings can delay progress. The medtech industry is at a critical juncture. Digital solutions put in place during the lockdowns related to the COVID-19 pandemic have evolved into clear customer engagement preferences.
The rise of digital marketing in medtech
Healthcare professionals (HCPs), like many others, have been profoundly affected by the shift to remote work triggered by the COVID-19 pandemic. As they have become more comfortable with remote work and digital communications, medtech companies have realized the importance of adapting to digital to better engage with HCPs, including digital marketing, e-commerce, and virtual sales channels.
The three building blocks of successful customer-experience transformations
Leading a customer-experience (CX) transformation can generate a lot of anxiety. Many leaders hesitate to even start because they are overwhelmed by the many challenges of driving change across virtually every silo in the organization. But this hesitation creates real risks for the business. The recent shifts in consumer behaviors and expectations brought about by COVID-19 are forcing companies to change how they connect with and serve customers.
The three building blocks of successful customer-experience transformations
Meeting new consumer needs and expectations is critical to post-COVID-19 business success. Here’s a proven formula for upgrading customer experience. Leading a customer-experience (CX) transformation can generate a lot of anxiety. Many leaders hesitate to even start because they are overwhelmed by the many challenges of driving change across virtually every silo in the organization. But this hesitation creates real risks for the business.
Os três componentes das transformações bem-sucedidas da experiência do cliente
Atender as novas necessidades e expectativas dos clientes é crítico para o sucesso das empresas pós-COVID-19. Apresentamos aqui uma fórmula comprovada para melhorar a experiência do cliente. Liderar uma transformação da experiência do cliente pode gerar muita ansiedade. Muitos líderes hesitam até em começar porque estão sobrecarregados pelos muitos desafios de implementar mudanças em quase todos os silos da organização. Mas essa hesitação cria riscos reais para o negócio.
Los tres “bloques de construcción” de una transformación exitosa de la experiencia del cliente
Satisfacer las nuevas necesidades y expectativas de los clientes es esencial para triunfar en la era post-COVID-19. A continuación compartimos una fórmula probada para mejorar la experiencia del cliente. Llevar adelante una transformación de la experiencia del cliente (CX) puede generar gran ansiedad. Muchos líderes dudan hasta de iniciarla, pues se ven superados por la multiplicidad de desafíos que implica impulsar cambios en prácticamente todos y cada uno de los “silos” de la organización.
Service industries can fuel growth by making digital customer experiences a priority
Companies in consumer-facing service industries that believe customers are content with basic digital outreach had better think again. With experience leaders such as Amazon, Apple, and Alibaba setting the standard for digital engagement, sectors that may have felt one step removed from the digital disruption that roiled retail, music, and other consumer-facing industries are under pressure to raise the bar.
Service industries can fuel growth by making digital customer experiences a priority
Retailers’ ever-more tailored online experiences continue to define new norms, carrying consumers’ expectations for other sectors along with them. Companies in consumer-facing service industries that believe customers are content with basic digital outreach had better think again.
Executive quick take: A guide to implementing marketing-and-sales transformations that unlock sustainable growth
The companies that are most successful at driving growth pursue multiple strategies at the same time. Developing this level of corporate dexterity, however, requires significant changes to how most companies run their marketing and sales functions today.
Executive quick take: A guide to implementing marketing-and-sales transformations that unlock sustainable growth
The year-two impact Many growth initiatives can deliver impact quickly by allocating funds to double down on growth winners or by optimizing commercial functions. However, some of these depend heavily on organizational agility and the will to change ways of working. Furthermore, such drastic change can generate negative bottom-line impact in year one before delivering positive results in year two. This can lead to skepticism in the broader organization.
Customer experience as a value driver in German retail banking
New research shows that when banks invest in delighting their customers, the returns are significant and measurable. Whether shopping for a new computer, a case of pet food, a hotel room, or a credit card, consumers today expect easy, frictionless buying experiences. The process of researching and then purchasing a product or service must be at once simple and comprehensive.
Four ways to shape customer-experience measurement for impact
Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better investments. “What gets measured gets done,” the old saying goes.
Four ways to shape customer-experience measurement for impact
Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better investments. “What gets measured gets done,” the old saying goes.
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