Aug 25, 2004
McKinsey and customer experience
McKinsey has made an interesting choice on it’s website to describe one of its service lines as Marketing & Customer Experience.
i find it interesting that there was enough interest and focus on customer experience to actually group it with marketing, which has been an extremely dominant function in business over the last 50 years or so.
It indicates a possible shift from organizations winning in the marketplace by being “marketing” led, to winning in the marketplace by being “market” led.
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