Abstract:
Meeting new consumer needs and expectations, is becoming a critical challenge in this post Covid-19 market, it's considered a jail free card for many business.
The recent shifts in both the market and customers behaviors and expectations are forcing firms all over the world to invest more in customer first strategies. Companies are now forced to connect with and serve customers. Those that do not adjust to this are bound to disappear. One of the many area that firms can focus on is customer experience. History clearly shows the value of investing in customer experience during a downturn. In the last economic recession, companies that prioritized customer experience realized three times the shareholder returns compared to the companies that did not. The time for action is now. The good news is that there is now a proven formula for executing customer experience transformations.
In this article, Mckinsey will provide you the three building blocks of successful customer-experience transformations