Customer Acquisition & Retention

Choosing the right listening style can help close the gap between what a speaker needs and how a listener responds.

Companies earn customers’ respect and loyalty when their brands enable, entice, and enrich them.

A new tool for designing an analytics architecture can help marketers improve customer experience outcomes.

Value-based selling can boost competitiveness but works best when vendors take one of three approaches.

Retailers must explore new revenue streams, monetize existing assets, and embrace a consumer-to-business mentality.

Identifying the right change strategy, boosting stagnated skills, and managing demand fluctuations.

Understanding patterns of demand across your customer base can help smooth out costly spikes and slumps.

It takes deep commitment and involvement to develop a brand strategy that embraces racial justice.

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.