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Transforming Customer Experience: From Moments to Journeys

by on Sep 17, 2013

  • 49,341 vues

Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single ...

Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar.

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  • GauthierVasseur Gauthier Vasseur, Director Global Performance Management at Google Very well done! An important component of success is the ability to bring together the data from the different company silos. No sustainable approach can rely on manual data matching. Recreating a unique customer profile from its multiple touch points where he or she registered with variations of name, addresses etc. is achieved with MDM (Master Data Management). Making it work fast to support operational needs will require agile and fast to implement options. Semarchy provides this back-end to insurances, banks, retail or marketing analytics. Il y a 2 semaines
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  • GaryDeLapp Gary DeLapp Very good strategy for customer satisfaction and retention.After all that is the bottom line. I feel it would be well worth the time and the cost to implement a journey process to your business. Il y a 6 mois
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  • GaryDeLapp Gary DeLapp Very good strategy for customer satisfaction and retention. That is the bottom line, and I think it would be well worth the time and cost of implementing a journey to your business. Il y a 6 mois
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  • McK_CMSOForum McKinsey on Marketing & Sales at McKinsey on Marketing & Sales @oberoijs Apologies for the confusion. You can access the slides and embed them but I'm afraid our slides are set to not be downloaded. Il y a 7 mois
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  • McK_CMSOForum McKinsey on Marketing & Sales at McKinsey on Marketing & Sales @NaomiKent HBR will be providing an audio recording of the presentation at a future date. Il y a 7 mois
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  • McK_CMSOForum McKinsey on Marketing & Sales at McKinsey on Marketing & Sales @ADORABLEa Thanks for the question. I'm afraid our slides are set to not be downloaded but I hope the slides are useful. Il y a 7 mois
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  • McK_CMSOForum McKinsey on Marketing & Sales at McKinsey on Marketing & Sales @ftribondeau Sorry - I'm afraid we can't activate the download option. Il y a 7 mois
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  • ftribondeau ftribondeau could you just activate the download function? thanks Il y a 7 mois
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  • NaomiKent Naomi Kent Is there audio as well? Il y a 7 mois
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  • ADORABLEa ADORABLEa I'm experiencing the same challenge as @oberoijs. How do I save the slides as I need it for reference purposes. Thank you. Il y a 7 mois
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Transforming Customer Experience: From Moments to Journeys Transforming Customer Experience: From Moments to Journeys Presentation Transcript