Developing a customer-experience vision

A thorough case study: transforming customer experience in an American airport.

Author(s): Brooke Boyarsky, Will Enger, Ron Ritter

Publisher: McKinsey

Date of publication: 2016

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Synopsis

This article is one of the sources used in Manageris’ synopses:

The art of creating memorable moments

What makes some moments more memorable than others? Discover the cognitive mechanisms behind those special moments: you will then know how to orchestrate them for your clients and staff.

274a – Synopsis (8p.) Customer Relationship

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