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.
There are no listener reviews for this title yet.
Report Inappropriate Content
If you find this review inappropriate and think it should be removed from our site, let us know. This report will be reviewed by Audible and we will take appropriate action.