HBR: 4 Customer Journey Strategies (4-5min)
The authors of this HBR article conducted a comprehensive study of customer preference and report simplicity across the customer journey as a top priority for consumers in boosting value and customer loyalty. Our favourite, Number 2, “Don’t just build a simple product. Build a simple customer journey.”
McDonalds Appoints First Chief Customer Officer (1min)
As reported in the WSJ, veteran Manu Steijaert has been appointed as McDonald’s first global Chief Customer Officer. The appointment signals a greater focus on customer centricity. Steijaert said, ‘We have reached a pivotal moment when technology and data have begun to shape nearly every facet of the customer experience’.
Digital Demands of Citizen Engagement (1-2min)
It’s easier said than done! MyCustomer explores how the public sector, the largest and often most complex service provider in most countries, is keeping pace with customer demand for digital engagement. “To ensure continuity moving forward, large and complex agencies will need to focus their efforts on adaptability, digital channels and enhancing customer service.”