The Essential Experience? Your customer. Your profit.

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A SlideShare from the brains at McKinsey.  Charts and worksheets to tap the "all human" brain of your customer and client.  From the introduction:


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 (

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