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Customers Are Demanding Effortless Experiences—Here’s What That Means
In a recent report, McKinsey perfectly captures the need for an improved customer experience in today’s marketplace: “The recent shifts in consumer behaviors and expectations brought about by COVID-19 are forcing companies to change how they connect with and serve customers. History clearly shows the value of investing in customer experience during a downturn. In the last economic recession, companies that prioritized customer experience realized three times the shareholder returns compared to the companies that did not.” Today, the number one thing every single consumer wants is an effortless, high-value experience. Notice I said “effortless.” This is a notable shift from years…
