Companies that create exceptional customer experiences can set themselves apart from their competitors. This is certainly something that I can relate to in Retail. Especially with companies such as Charles Tyrwhitt with their personal service. American Golf is another example where they offer high levels of custom fitting of golf clubs. With the increasing use of eCommerce and multi-channel, the consume experience is only going to continue to adapt and change.
What do my customers want? The savviest executives are asking this question more frequently than ever, and rightly so. Leading companies understand that they are in the customer-experience business, and they understand that how an organisation delivers for customers is beginning to be as important as what it delivers. This CEO guide taps the expertise of McKinsey and other experts to explore the fundamentals of customer interaction, as well as the steps necessary to redesign the business in a more customer-centric fashion and to organise it for optimal business outcomes. For a quick look at how to improve the customer experience, see the summary info-graphic.