How to Capture What the Customer Wants
Companies often fail across digital channels because they are insufficiently aware of the real needs and preferences of their customers across omnichannel journeys.
Content: Article | Authors: Jorge Amar, Julian Raabe, Stefan Roggenhofer | Source: McKinsey Quarterly | Subject: Customer Related
Shital Chheda, Ewan Duncan, Stefan Roggenhofer
Digital innovation and user feedback provide a catalyst to simplify products and customer experience, but to capture economic value, you need to take a further step: link the new experience to underlying operational processes. That requires an understanding of two things: what creates value across a given journey from the customer’s point of view (faster cycle time, personalization, cross-channel functionality, and so on) and what … [ Read more ]
Content: Quotation | Authors: Ewan Duncan, Shital Chheda, Stefan Roggenhofer | Source: McKinsey Quarterly | Subjects: Customer Related, Management