Posted on : September 11, 2016
Views : 254
Category : Marketing
David Edelman (McKinsey & Company) discusses how companies should be putting the emphasis & importance on using tech to deliver the best customer experience (tthe end-to-end customer journey). To create distinctive customer experiences, large companies need to push the boundaries and adopt next-generation digital thinking and practices in seven key areas. Incumbents are moving fast to adapt, applying a range of approaches to improve customer experiences. These include everything from design thinking, which involves applying creative, nonlinear approaches to reinvent how customers interact with businesses, to agile, which calls for fielding prototypes quickly, gaining early customer input, and then iterating continually. Improving a customer experience from merely average to something that wows the consumer can lead to a 30 to 50 percent increase in measures such as likelihood to renew or to buy another product. source: mckinsey.com