Elaine Fogel

nonprofit customers

Successful business womanAre your business or nonprofit customers happy? Do they toot your horn and contribute to your revenue? If not, perhaps you need to analyze why.

According to a recent McKinsey article,  consistency is the secret ingredient to making customers happy. Some of us may have suspected that might be true, but, how to get it right?

“Using a variety of channels and triggering more and more interactions with companies as they seek to meet discrete needs, customers create clusters of interactions that make their individual interactions less important than their cumulative experience.”

McKinsey’s most recent customer-experience survey found that individual experiences aren’t enough to excite customers and build their loyalty.  Continue reading

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