Organizations that aren’t making intentional efforts to affect their customers’ experience are missing opportunities to grow and drive earnings. The truth is customer experience work requires vision and transformational leadership. McKinsey does a really good job in offering guidance and insights into the journey. The info graphics and video clips are spot on. Vision, patience, determination and collaboration are fundamental behaviors for anyone leading or participating. Ultimately the entire organization will be touched by this work – when done well. Which makes sense when you are looking for sustainable change. “The whole organization has to line up against the customer experience.” After all, your customers are why you exist. Right?
McKinsey Executive Briefing, August 2016
