Customer Experience

Creating competitive advantage by putting customers first and managing their journeys.
Article

Avoiding the seven deadly sins of customer-experience transformations

– Efforts to improve the customer experience can deliver tremendous value, but temptations that can undo good intentions lurk in any change program. Resist seven common missteps.

Special insights

Customer experience: Number 1, Winter 2016 Creating value through transforming customer journeys
Compendium

Customer experience

Download our entire collection examining how companies can create competitive advantage by putting customers first and managing their journeys.
Executive Briefing - McKinsey Quarterly

The CEO guide to customer experience

– Companies that create exceptional customer experiences can set themselves apart from their competitors.

Putting the customer first

Article

The four pillars of distinctive customer journeys

– New research reveals that focus, simplicity, “digital first,” and perceptions matter most.
Article

Developing a customer-experience vision

– To provide a distinctive experience for customers, an organization must unite around the goal of meeting their true needs. Done... well, the effort can power a vast amount of innovation.
Article

The secret to delighting customers: Putting employees first

– The main hurdle in customer experience is translating boardroom vision into action at the front line. Empowered employees are... the key.

Organizing for customer experience

Interview

How customer experience takes flight at the Orlando airport

– Is it possible to have a good customer experience in an airport? Domingo Sanchez, a board member of the Greater Orlando Aviation Authority, explains an effort by the Authority’s CEO and board to do just that.
Article - McKinsey Quarterly

Omnichannel, not omnishambles

– Providing an omnichannel customer experience requires companies to become more flexible and responsive.
Article

Winning the expectations game in customer care

– Call centers aren’t what they used to be. Here’s how to capture the loyalty of increasingly demanding customers.
Article

Leading and governing the customer-centric organization

– The uniquely cross-functional nature of effective customer-experience efforts puts a premium on smart governance. Clearly defined... leadership, behaviors, and metrics are the places to start.

Measuring and managing customers

Article

From touchpoints to journeys: Seeing the world as customers do

– To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more... important issue: the customer’s end-to-end journey.
Article

Are you really listening to what your customers are saying?

– Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s... voice and integrating it into a culture of continuous feedback.
Article

Using rapid process digitization to transform the customer experience

– Transforming the customer experience requires a level of speed and precision that traditional approaches can’t meet. The... best practitioners do it in real time.

What are the top ten ways airports fail customers?

Videos

Bringing superior customer experience to business-to-business relationships
Interview

Bringing superior customer experience to business-to-business relationships

B2B dealings are complex. McKinsey partner Nicolas Maechler illustrates how customer-centric strategy can help
Creating a digital advantage in customer-experience strategy
Interview

Creating a digital advantage in customer-experience strategy

McKinsey partner Oliver Ehrlich describes applying digital solutions to customer issues.
Improving the customer experience
Interview

Improving the customer experience

McKinsey principal Kevin Neher explains how companies can meet changing customer expectations.
What is a customer journey?
Interview

What is a customer journey?

McKinsey director Alex Singla illustrates how a simple insurance claim provides multiple chances to build customer satisfaction.
Linking customer experience to business outcomes
Interview

Linking customer experience to business outcomes

Principal Alfonso Pulido explores why a customer's end-to-end experience is the best gauge of their overall satisfaction.
Seeing through customers’ eyes
Interview

Seeing through customers’ eyes

McKinsey principal Ron Ritter explores the challenges and benefits that come when companies truly put customers first.
Transforming customer experience
Interview

Transforming customer experience

McKinsey director Ewan Duncan explains why committed leadership is essential to orchestrate a comprehensive customer-centric makeover.