McKinsey on Customer Experience

In this article The CEO Guide to Customer Experience,  McKinsey & Company explores the steps a business can take to achieve better outcomes by redesigning their customers’ experience. The author notes “it takes patience and guts to train an organization to see the world through the customer’s eyes and to redesign functions to create value in a customer-centric way. The management task begins with considering the customer—not the organization—at the center of the exercise.”  A comprehensive look at this very effective approach.


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