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Integrated Mobility Platforms

How to win the customer in tomorrow’s world of smart mobility

Global trends towards urbanization are confronting cities and governments with new sets of challenges related to public safety and security, the supply and consumption of energy, waste treatment, and traffic management. In 2013 alone, the cost of congestion in the US – defined as fuel plus...
Travel & transportation, Marketing & sales

Breakthrough levers to embark on digital marketing

How companies should transform themselves to attract and engage customers with real, omnichannel journeys

At the dawn of internet, content publishers started generating revenues by advertising products and services of the real world on their websites. Today the advertising industry is a blend of digital and physical media, and companies need to stay on top of its fast evolution. Following the original...
Marketing & sales

“E-lectric” customers

Understanding customers’ online engagement with their power and gas utilities: The case of Spain

”Utilities, brace for the online impact.”The shift to online channels has long since ceased to be a current topic among companies in retail and banking, for example. These companies have redefined the customer relationship model, not only in their industries, but in other sectors as well...
Marketing & sales

How to unlock the hidden value of the customer?

Capturing maximum customer spending through dynamic pricing and bundling

In the last two decades all OEMs have found new space for growth by leveraging additional revenue streams that addressed downstream business and ancillary products and services. They realized that even though they were massively investing in marketing and sales activities that attempted to...
Automotive, Marketing & sales

“Back to the Core, Focus on Customers”

The Hong Kong Jockey Club is the world's largest horse racing and entertainment organization, founded two years before Arthur D. Little in 1884. In our interview with Mr. Winfried Engelbrecht-Bresges, CEO of The Hong Kong Jockey club, he shares the secrets of how he led the transformation of the...
Marketing & sales

Developing a customer experience

Excellent customer experience need not be elusive

Excellent customer experience (CEX) remains elusive. Companies struggle with CEX due to lack of clear accountability at board level, or because they do not challenge their assumptions about what they think customers really want, or how they really feel about the service or product being offered....
Marketing & sales, Technology & innovation management

After Sales: Customer Orientation Unsatisfying

Automotive OEMs and their dealer organizations neglect the process stability in after sales. Performance transparency and motivation need to be...

The competitive situation in automotive after sales has continuously changed in the recent past. Independent workshops and repair shop chains have gained significant market share. Within this set-up, the neglected process stability and unsatisfying customer orientation of OEMs and their service...
Automotive, Marketing & sales

Fit for Customer Interaction

How do automotive manufacturers with multi-level sales structures align their interaction center organizations with increasingly demanding customer...

The customer is moving more and more toward the focus of interaction, leading to more frequent and intensive customer dialogues in different channels. For companies selling their products in multi-level sales structures, this will require enormous alignment and coordination efforts in the future....
Automotive, Marketing & sales

Battle for Sales in the Premium Segment

Six Key Levers Impacting Current Automotive Sales Models

For 2020, all three German premium automotive brands aim to become No. 1 in sales. In fact, worldwide demand for premium cars by far outgrows the global market, mainly due to the strong demand for premium vehicles from China and the US. For premium OEMs, the resulting challenge is to conquer new,...
Automotive, Marketing & sales

Automotive Customer Experience

Achieving Next Level Customer Service by Managing Customer Experiences Across All Touchpoints

Today we see the need for automotive OEMs to shift from being product-focused to customer-focused companies. As opportunities for product-wise differentiation for the average driver seem to diminish, customer treatment becomes the key differentiator for the future. As customer journeys become...
Automotive, Marketing & sales