In a recent article we covered McKinsey's take on Outside-In. This time let's look at a practical toolkit that can help you define any process, set of activities, or indeed enterprise in terms of the Customer Experience.
Our guidance ultimately links every task and activity in the organization with a Successful Customer Outcome. The Customer Experience is therefore the sum of all interactions; both those seen by the customer and those taking place backstage.
Customer Experiences should ultimately be designed and controlled for the mutual benefit of the customer and the organization.
Our guidance ultimately links every task and activity in the organization with a Successful Customer Outcome. The Customer Experience is therefore the sum of all interactions; both those seen by the customer and those taking place backstage.
Customer Experiences should ultimately be designed and controlled for the mutual benefit of the customer and the organization.
