13.02.2015
Our mission is to help leaders in multiple sectors develop a deeper understanding of the global economy. Our flagship business publication has been defining and informing the senior-management agenda since 1964. We’ve created a global platform to bring bleeding-edge ideas, solutions, and services to our clients. Our customer-journey approach helps clients transform the customer experience into sustainable, above-market growth. We help rewire organizations around the customer journeys that improve revenue, satisfaction, and operational costs. Customer journeys are the complete set of interactions that a consumer has with a brand for any given task or decision.
We helped a regional utility establish a customer-experience strategy at the segment level, prioritize the three customer journeys that mattered most for impact, and implement the transformation by building corporate and frontline client capabilities. We supported a global financial-services firm in its transition to lower-cost digital channels while also improving the overall quality of the company’s digital service offerings.
We collaborated with an auto OEM and its dealer network to map end-to-end customer communication pathways. McKinsey makes significant investments in research, tools, and assets that help clients deliver an excellent customer experience.
Learn more about our group of Operations practitioners who bring deep functional and sector expertise from the industry. Learn more about how our unique two-year training program, OEP, develops specialists in operations excellence. My take on shareable content from a few good years of blogging experience, as well as researching other blogs. Things get sticky when Nathan tries to help a liquor store and pest control service diversify their customer bases.
Karen Mills' Harvard report on the state of small business lending paints a bleak picture, with the exception of technology.
The first recreational marijuana sold legally in Seattle will be put on display at the city's Museum of History and Industry after a woman donated part of her purchase Tuesday.


Michigan on Tuesday approved state incentives for nine economic development projects expected to bring about 3,900 jobs, nearly half from General Motors consolidating engineering jobs from outside the state at a site in Michigan. These so-called "boomerang" employees already know how your company runs, which puts them far ahead of new hires. Hiring strong talent is critical for entrepreneurs, but your first impressions may actually be harming your search for the best people.
Federal judges issued opposing rulings today on whether the IRS overstepped its authority writing rules for the ACA. The San Francisco startup builds communities of bargain-hunting consumers who band together to purchase products at a discount. Federal officials say United Airlines repeatedly put workers at Newark Liberty International Airport in danger of being injured by falls or by falling objects and other workplace hazards. An information technology consulting company plans to create 250 jobs in Charlotte within five years as it hopes to serve the city's big banks. The first step to retaining your stars is recognizing when they're starting to look around. Here are a few tips to help you avoid having your product shelved by a customer, never to be used again. The co-founders of Poshmark, an app that enables users to sell clothes from their closet, faced a daunting task when they sought funding from the male-dominated venture capital world.
Every entrepreneur has secret fears that they've never shared with anyone, but these entrepreneurs were willing to open up. Talent is great, hard work is essential, but there's an intangible quality that makes all the difference. A federal appeals court has delivered a serious setback to President Barack Obama's health care law, potentially derailing billions of dollars in subsidies for many low- and middle-income people who bought policies. Would you finally pursue your entrepreneurial dreams if you could only afford health coverage?
Excellence in delivering customer journeys increases revenues, reduces costs, and improves employee engagement.
Initial outcomes included $20 million annual cost savings while delivering improved service levels and greater customer satisfaction.


The team used our customer-journey analytics to pinpoint where and when prospect fall-off was highest as well as which interactions could most effectively be converted to dealer appointments. This assessment kit provides organizations with unique tools to assess and compare their customer experience across business units, functions, and capabilities. Integrates large data sets from multiple sources (for example, checkouts, loyalty programs, and social media) to extract insights for retailers in areas such as pricing and promotions.
Helps clients generate a 360 degree view of customer beliefs, attitudes, and motivations to uncover opportunities for growth and ideas for product innovation. A program that helps individuals and institutions balance general leadership skills with functional expertise and industry experience. Creates visualizations of millions of customer interactions across channels—highlighting where customer experience is compromised, what triggers attrition, and the best opportunities to delight customers and drive cross-sell.
Develops a corporate vision based on the customer and delivers capability-building programs that help companies realize those visions. We work closely with clients to design journeys that inspire the customer and determine how to best scale and embed these journeys into the organization for bottom-line impact. McKinsey expertise included: customer insights, top-team alignment, frontline transformation, customer-experience metrics, and governance processes. The strategy integrated big data analytics to help identify the most critical customer journeys. We have developed proprietary tools and distinctive methodologies to help clients build their capabilities quickly, create permanent knowledge assets, and maximize their return on investment. McKinsey expertise included: customer analytics and insights and multichannel effectiveness. McKinsey expertise included: customer-journey analytics and insights, multichannel effectiveness, frontline transformation, operations, and empowerment.



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