Customer Acquisition & Retention

Which retail customers will return to in-person shopping as the economy reopens — and why?

Three trending emotional priorities show signs of becoming long-term fixtures in consumers’ collective conscience.

Small and midtier brands have unique opportunities to provide value in the new consumer environment.

Major makeovers should benefit — and be noticed by — those who buy a company’s products and services.

How should organizations approach strategic decision-making?

Join us on Twitter to discuss how next-generation measurement can drive change in your organization.

Businesses are redefining how they create value, says MIT SMR’s 2018 Strategic Measurement study.

Focusing on customers and employees leads to the delivery of winning customer experiences.

KPIs measuring customer satisfaction and/or customer loyalty aren’t good enough anymore.

Improving customer experience offers more long-term benefits than “earn-and-burn” loyalty programs.

MIT Sloan Management Review’s first annual cross-industry survey of senior executives in collaboration with Google offers insight into organizations’ use of key performance indicators in the digital era.

Join the co-authors of “Using Analytics to Improve Customer Engagement” and special guest Teddy Bekele as they show how analytical innovators are gathering and sharing data to build loyalty and keep customers.

Organizations that make use of data from a variety of sources excel at customer engagement, as explained in the 2018 Data & Analytics Report.

An excerpt from The Longevity Economy describes the opportunities in catering to older adults.

Manufacturers may be able to charge higher prices to customers planning to rent out big-ticket items.

Product features designed to attract new customers differ from features that retain customers.

To calculate ROI accurately, you need to estimate the fraction of profits attributable to the investment.

Should marketers subtract the cost of acquiring a customer before assessing that customer’s lifetime value (CLV)?

Social media strategy shouldn’t be seen as the driver of value difference between a company’s fans and nonfans.

Although the simplicity of net promoter score is appealing, the metric has limited support from academics.