McKinsey & Company on Customer Experience

In Design, Disruption, Experience Design, Experience Strategy, Innovation, Journey by Fredy D. Oré

McKinsey & Company have published a series of Articles on Customer Experience. The articles look at the creation of competitive advantage by putting customers first, mapping touchpoint and managing their journeys.

Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback.

1. PUTTING THE CUSTOMER FIRST

2. MEASURING AND MANAGING CUSTOMERS

3. ORGANIZING FOR CUSTOMER EXPERIENCE