Why the customer experience matters [PODCAST]

Truly understanding customer needs may help companies improve not only the buying experience but also their bottom line.

A company’s relationship with its customers is about much more than improving product ratings or decreasing wait times. Understanding the customer journey is about learning what customers experience from the moment they begin considering a purchase, and then working to make the journey toward buying a product or service as simple, clear, and efficient as possible. In this episode of the McKinsey Podcast, McKinsey principals Harald Fanderl and Nicolas Maechler talk with McKinsey’s Bill Javetski about what companies have to gain from focusing on the customer experience and how they can evaluate and enhance the purchasing journey.

To listen to the podcast CLICK HERE.