A recent article by McKinsey & Company on how consistency is “The Three Cs of Customer Satisfaction,” makes the case that the customer journey should be measured not by individual incidences or points of contact, but the overall experience. The authors gave a simple, yet elegant, way to understand this assertion. Let’s assume the satisfaction rating for each incident type: i.e., call to inquire about a promotion, call to purchase, call to schedule an installation, is 95%.
Three Steps to Achieve Consistency of Customer Satisfaction
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