The Truth About Customer Experience (Harvard Business Review)
- Narrated by: Todd Mundt
- Length: 23 mins
- Release date: 09-12-13
- Language: English
- Publisher: Harvard Business School
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Alex Rawson and Ewan Duncan, partners in McKinsey’s Seattle office, and Conor Jones, a partner in its Dublin office, write about why it’s the customer’s end-to-end journey that is most important – not touchpoints.This article was first published in the September 2013 issue of Harvard Business Review.
©2013 by the President and Fellows of Harvard College, All Rights Reserved (P)2013 Audible Inc.