McKinsey & Company

Marrying the physical and virtual customer experience: the ‘new normal’

Published on: July 23, 2014
Author: Pauline Ashenden - Demand Generation Manager

In most sectors, the customer journey is growing in complexity, spanning interactions across multiple channels with customers interweaving digital interactions with physical (in-store or branch) experiences. Customer service and the customer experience needs to evolve in order to stay on top of these changes.Previously a lot of information people might have needed before a purchase was delivered f...

Getting the customer journey right

Published on: October 23, 2013
Author: Eptica

Organisations understand that every interaction with a consumer is something that they’ve got to get right if they want to win and retain customers. And many strive to excel at each one of these touchpoints, measuring performance and changing operations to improve satisfaction.However, according to a new article from consultants at McKinsey in the Harvard Business Review, by focusing on indi...

The coming era of ‘on demand’ marketing

Published on: May 09, 2013
Author: Epticablog

How will consumers interact with brands in the near future? What channels will they use and what sort of experience are they looking for? A new report, ‘The coming era of on-demand marketing’, from consultants McKinsey aims to shed light on these questions and to help companies prepare themselves for this changing world.Essentially McKinsey believes that emerging technologies will mean...