Customer Experience – Creating Value from Day 1
Customer experience drives real value – from acquiring new customers to building loyalty with current ones. To excel, brands need to move beyond excellence at an individual touch point with a customer to excellence across the customer's entire journey – that series of interactions with a brand to accomplish a task. For banks, delivering a consistent experience is a critical factor in mastering the customer journey. Learn more on McKinsey's Chief Marketing & Sales Officer Forum site (cmsoforum.mckinsey.com).