Viewing entries posted in 'Article'
McKinsey on Customer Experience
McKinsey & Company has just published a new article in The McKinsey Quarterly about " Maintaining the Customer Experience " in which they make some very valid points.
In their report they state that as a result of challenges in the economy, consumer companies are “cutting back the service levels that customers have come to expect,” and as a result, “satisfaction scores are reversing.” McKinsey's research shows that the focus of senior executives…
Article Published at MyCustomer.com
Our very own Myles Rose, Vice President EMEA at ClickFox, has published an interesting article over at MyCustomer.com titled "Breaking down the barriers to customer experience measurement." Here's a short excerpt to get you started:
Today’s companies are using multiple channels and complicated paths to do business. Unfortunately, traditional reporting and analytics tools cannot identify the ideal customer experience across all of these channels, nor can they tell businesses where they are effective…