How great customer service helps companies

McKinsey Classics | March 2015

The digital age may have introduced new ways of engaging customers, but companies have always known that exceptional service is critical to generating loyalty. Two classic Quarterly articles—“Maintaining the customer experience” (2008) and “The ‘moment of truth’ in customer service” (2006)—bring this perennial insight to life.

Maintaining the customer experience

Executives across the enterprise must work together to create new organizational processes that allow emerging digital processes to coexist with traditional ones. more

The ‘moment of truth’ in customer service

Focus on the interactions that are important to customers—and on the way frontline employees handle those interactions. more

The human factor in service design January 2012

A new way to measure word-of-mouth marketing April 2010

Using behavioral science to improve the customer experience February 2010

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