{"id":1895,"date":"2017-04-18T13:00:35","date_gmt":"2017-04-18T17:00:35","guid":{"rendered":"http:\/\/www.produceinventory.com\/blog\/?p=1895"},"modified":"2017-04-18T13:00:35","modified_gmt":"2017-04-18T17:00:35","slug":"putting-customer-experience-at-the-heart-of-next-generation-operating-models","status":"publish","type":"post","link":"https:\/\/www.produceinventory.com\/blog\/putting-customer-experience-at-the-heart-of-next-generation-operating-models\/2017\/04\/18\/","title":{"rendered":"Putting &#8220;Customer Experience&#8221; at the Heart of Next-Generation Operating Models"},"content":{"rendered":"<p>McKinsey &amp; Company published an insightful article on the benefits of improving customer experiences and how results can be fleeting unless changes to supporting back-end operations are made as well. We wanted to share it with readers&#8230;<\/p>\n<p><a href=\"http:\/\/www.produceinventory.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/03\/bigstock-Customer-Experience-Word-Cloud-161361830.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-medium wp-image-1896\" src=\"http:\/\/www.produceinventory.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/03\/bigstock-Customer-Experience-Word-Cloud-161361830-300x200.jpg\" alt=\"customer experience word cloud\" width=\"300\" height=\"200\" \/><\/a>&#8220;<strong>Digital is reshaping customer experience in almost every sector<\/strong>. Digital first attackers are entering markets with radically new offers, disrupting the ways that companies and customers interact and setting a high bar for simplicity, personalization, and interactivity.<\/p>\n<p>To not only stay in the game but <strong>capture new sources of value<\/strong>, incumbents will need to reinvent their customer experience. That begins with <strong>bringing in data and analytics-based insights about what really matters to customers<\/strong> and how best to deliver it to them. Some companies fail to capture the full benefits of their improvement efforts because they concentrate on optimizing individual touchpoints rather than tackling the customer experience as customers actually experience it\u2014a complete journey that cuts across multiple functions and channels.<\/p>\n<p>The other imperative for companies is to explicitly <strong>tie the reinvented customer experience to their operations<\/strong>. If they focus only on the front-end experience and don\u2019t change the back-end operations that support it, the new experience is unlikely to be sustainable. Changes will be needed in both underlying processes and the way employees work.<\/p>\n<p>Enhancing the customer experience can bring rich rewards. Across industries, satisfied customers spend more and stay more loyal over time. In banking, customers are seven times more likely to increase their deposits and twice as likely to open an additional account if they rate a bank as excellent (with a customer-satisfaction score of nine or ten out of ten) rather than average (six to eight out of ten). Similarly, pay-TV customers who rate their provider as excellent tend to stay with it for up to twice as long as they would a provider they rate as average or below.&#8221;<\/p>\n<p><a href=\"http:\/\/www.mckinsey.com\/business-functions\/digital-mckinsey\/our-insights\/putting-customer-experience-at-the-heart-of-next-generation-operating-models\">Continue reading&#8230;<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>McKinsey &amp; Company published an insightful article on the benefits of improving customer experiences and how results can be fleeting unless changes to supporting back-end operations are made as well. We wanted to share it with readers&#8230; &#8220;Digital is reshaping customer experience in almost every sector. Digital first attackers are entering markets with radically new &#8230; <a title=\"Putting &#8220;Customer Experience&#8221; at the Heart of Next-Generation Operating Models\" class=\"read-more\" href=\"https:\/\/www.produceinventory.com\/blog\/putting-customer-experience-at-the-heart-of-next-generation-operating-models\/2017\/04\/18\/\" aria-label=\"Read more about Putting &#8220;Customer Experience&#8221; at the Heart of Next-Generation Operating Models\">Read more<\/a><\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[328,597,613],"class_list":["post-1895","post","type-post","status-publish","format-standard","hentry","category-stuff-were-working-on","tag-customer-experience-with-software-for-produce-industry","tag-how-to-improve-customer-experience-with-software","tag-improve-customer-experiences","infinite-scroll-item","masonry-post","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-50","no-featured-image-padding"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How and Why Improvement in Customer Experiences is Needed<\/title>\n<meta name=\"description\" content=\"McKinsey &amp; Company published the benefits of improving customer experiences and how results can be fleeting unless changes to supporting back-end operations are made as well.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.produceinventory.com\/blog\/putting-customer-experience-at-the-heart-of-next-generation-operating-models\/2017\/04\/18\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How and Why Improvement in Customer Experiences is Needed\" \/>\n<meta property=\"og:description\" content=\"McKinsey &amp; Company published the benefits of improving customer experiences and how results can be fleeting unless changes to supporting back-end operations are made as well.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.produceinventory.com\/blog\/putting-customer-experience-at-the-heart-of-next-generation-operating-models\/2017\/04\/18\/\" \/>\n<meta property=\"og:site_name\" content=\"Produce Inventory Control System Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ProduceInventory\" \/>\n<meta property=\"article:published_time\" content=\"2017-04-18T17:00:35+00:00\" \/>\n<meta property=\"og:image\" content=\"http:\/\/www.produceinventory.com\/blog\/wp-content\/uploads\/2017\/03\/bigstock-Customer-Experience-Word-Cloud-161361830-300x200.jpg\" \/>\n<meta name=\"author\" content=\"Wendy Marlow\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.produceinventory.com\\\/blog\\\/putting-customer-experience-at-the-heart-of-next-generation-operating-models\\\/2017\\\/04\\\/18\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.produceinventory.com\\\/blog\\\/putting-customer-experience-at-the-heart-of-next-generation-operating-models\\\/2017\\\/04\\\/18\\\/\"},\"author\":{\"name\":\"Wendy Marlow\",\"@id\":\"https:\\\/\\\/www.produceinventory.com\\\/blog\\\/#\\\/schema\\\/person\\\/7c961d4eb41d79fb1adae194ba4ea36a\"},\"headline\":\"Putting &#8220;Customer Experience&#8221; 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