Companies need to recognize and address the fact that—at least, in most cases—they are simply not wired to naturally think about the journeys their customers take. They are wired to maximize productivity and scale economies through functional units. They are wired for transactions, not journeys.
Content: Quotation
Authors: Kevin Neher, Nicolas Maechler, Robert Park
Source: McKinsey Quarterly
Subject: Customer Related
Authors: Kevin Neher, Nicolas Maechler, Robert Park
Source: McKinsey Quarterly
Subject: Customer Related
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