The consumer decision journey | McKinsey - McKinsey & Company
2009年6月1日 · Our research found as much as a sixfold difference in the ratio of active to passive loyalists among major brands, so companies have opportunities to interrupt the loyalty loop. The US insurers GEICO and Progressive are doing just that, snaring the passively loyal customers of other companies by making comparison shopping and switching easy.
In addition, the research identified two different types of customer loyalty, challenging companies to reinvigorate their loyalty programs and manage the customer experience.
Next in loyalty: Eight levers to turn customers into fans
2021年10月12日 · Currency or point redemption accelerates the virtuous loyalty loop as the customer achieves the reward or benefit and mobilizes to accrue more. That’s why tracking and focusing on increasing redeemers can trigger much greater sales uplift than simply measuring the number of members.
Customer journey models [McKinsey model & RACE Framework] …
2021年7月22日 · McKinsey's consumer decision journey model helps you identify the moment of purchase, while the RACE Framework helps you build a strategy to get there. Use these customer journey models to win more customers.
How the Loyalty Loop is Replacing the Marketing Funnel
2018年9月3日 · McKinsey & Company, a worldwide management consulting firm, has developed a more sophisticated model that better defines a consumer’s ongoing experience with a brand. Even after the customer makes the decision to buy, they continue to have interactions with the company that can affect their loyalty – either positively or negatively.
What is McKinsey’s ‘Moment of Truth’ in Customer Interactions …
2021年9月6日 · McKinsey’s Moment of Truth and Loyalty Loop. McKinsey places four distinct moments of truth – initial consideration, active evaluation, moment of purchase, and post-purchase experience into a sort of customer journey lifecycle, called the Loyalty Loop. this is an accurate representation of CX, as it espouses that there is a past purchase ...
Loyalty loop consumer decision journey. Source: McKinsey
... on empirical research, in 2009, McKinsey & Company suggested an alternative customer journey model that is represented as an endless loop ( Figure 2 ), so the journey does not begin with...
Discover McKinsey’s customer journey model | Spotler
2023年5月29日 · The new journey compresses the consider step and shortens or entirely eliminates the evaluate step, delivering customers directly into the loyalty loop and locking them within it. How to use the McKinsey customer journey model with a CDP
Winning in Loyalty – Desktop - McKinsey & Company
2022年8月2日 · Build new sources of value—services, formats, and journeys—with assets created by loyalty (eg, data, paid/subscription programs, retail media network). Connect company’s own services, offerings and external partnerships in one integrated experience to fulfill customers’ cross-sectoral needs.
Preparing for loyalty’s next frontier: Ecosystems | McKinsey
2019年3月5日 · As digital marketing expands consumers’ choices, companies are learning to drive customer loyalty—and growth—by pooling data within an ecosystem of brands. Today’s consumers are the ultimate surfers, hopping between channels, devices, and sites as they shop.