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Articles by Will Enger
Logistics disruptors: A shared digital platform for US–Mexico logistics
In cross-border logistics, inefficiencies and bottlenecks are often the rule, not the exception. This is in large part due to the fragmented nature of supply chains. A shipment typically goes through more than a dozen different companies before arriving at its final destination, taking multiple transportation modes over land, air, and sea. A hiccup at any stage can trigger a cascade of delays.
Logistics Disruptors: A shared digital platform for US–Mexico logistics
The inaugural installment of the Logistics Disruptors series spotlights Nuvocargo founder Deepak Chhugani, whose digital platform syncs up the disparate fragments of the US–Mexico trade route. In cross-border logistics, inefficiencies and bottlenecks are often the rule, not the exception. This is in large part due to the fragmented nature of supply chains.
China’s travel sector is undergoing a nonlinear recovery: What should companies do?
Our latest survey of Chinese-traveler sentiment indicates there’s no straight path to recovery. We suggest three areas travel companies can focus on to succeed. After being battered by COVID-19 at the start of 2020, China’s travel industry has been—slowly but steadily—on the mend. That is until an uptick in virus cases at the turn of the year set off a fresh wave of restrictions and precautionary measures. What does this mean for China’s travel industry?
China’s travel sector is undergoing a nonlinear recovery: What should companies do?
After being battered by COVID-19 at the start of 2020, China’s travel industry has been—slowly but steadily—on the mend. That is until an uptick in virus cases at the turn of the year set off a fresh wave of restrictions and precautionary measures. What does this mean for China’s travel industry? Since last April, McKinsey has been tracking traveler sentiment in China. We’ve conducted four rounds of surveys, polling 1,600 respondents each time in eight Chinese cities.
What Can Other Countries Learn From China’s Travel Recovery Path?
In May, we asked how much the world could learn from China’s postpandemic travel recovery. Now, we explore where lessons from the latest data from China may be relevant for other countries.
Case study: Building a customer-centric B2B organization
Customer experience (CX) is an increasingly important strategic topic in the boardrooms of B2B companies in China and throughout the world. Despite the rapid development of the previous decades, the “growth first” principle of Chinese enterprises sometimes implies customer experience can be sacrificed. But CX leaders, globally and within China, drive higher growth, lower cost, and superior customer satisfaction.
Case study: Building a customer-centric B2B organization
A Chinese steel manufacturer systematically transformed its operations to be customer-centric—and in the process, improved its bottom line. Customer experience (CX) is an increasingly important strategic topic in the boardrooms of B2B companies in China and throughout the world. Despite the rapid development of the previous decades, the “growth first” principle of Chinese enterprises sometimes implies customer experience can be sacrificed.
What can other countries learn from China’s travel recovery path?
While the path of the travel and tourism recovery will vary by market, China’s distinct experience may hold lessons for other markets—particularly those where, as in China, COVID-19 transmission rates are low and traveler confidence has recovered quickly. In May 2020, we conducted a survey of Chinese travelers; based on these results, we predicted that the domestic travel market would recover quickly.
What can other countries learn from China’s travel recovery path?
In May, we asked how much the world could learn from China’s postpandemic travel recovery. Now, we explore where lessons from the latest data from China may be relevant for other countries. While the path of the travel and tourism recovery will vary by market, China’s distinct experience may hold lessons for other markets—particularly those where, as in China, COVID-19 transmission rates are low and traveler confidence has recovered quickly.
China’s travel recovery gains steam: How families are planning their summer vacations
While the global travel sector continues to withstand the negative impact of the COVID-19 pandemic, some markets have started to show signs of recovery. In China, where the virus first broke out, domestic airline passenger levels have grown steadily, and now sit at 50 percent of precrisis levels. Hotel occupancy rates have also improved since the depths of the crisis, and are now back to 60 percent of last year’s levels.
Hitting the road again: How Chinese travelers are thinking about their first trip after COVID-19
The global travel sector has taken a catastrophic hit as a result of the COVID-19 pandemic, which continues to keep most of the world in lockdown, and away from resorts and tourist hotspots. As China’s economy emerges from the stasis engendered by coronavirus containment measures, it is important to understand how long it will take for consumers to regain the confidence to leave their homes for leisure travel.
The way back: What the world can learn from China’s travel restart after COVID-19
China’s COVID-19 lockdown has ended, and travel is tentatively restarting. In this article, we look at how it has recovered so far, what Chinese travelers think about their future travel, and how industry players are responding to these trends. Countries and regions around the globe are gradually moving past the peak of the pandemic. We hope that China’s experience can shed light on what other countries can—and cannot—expect for their own travel recoveries.
The way back: What the world can learn from China’s travel restart after COVID-19
China’s COVID-19 lockdown has ended, and travel is tentatively restarting. In this article, we look at how it has recovered so far, what Chinese travelers think about their future travel, and how industry players are responding to these trends. Countries and regions around the globe are gradually moving past the peak of the pandemic. We hope that China’s experience can shed light on what other countries can—and cannot—expect for their own travel recoveries.
The way back: What the world can learn from China’s travel restart after COVID-19
China’s COVID-19 lockdown has ended, and travel is tentatively restarting. In this article, we look at how it has recovered so far, what Chinese travelers think about their future travel, and how industry players are responding to these trends. Countries and regions around the globe are gradually moving past the peak of the pandemic. We hope that China’s experience can shed light on what other countries can—and cannot—expect for their own travel recoveries.
The way back: What the world can learn from China’s travel restart after COVID-19
China’s COVID-19 lockdown has ended, and travel is tentatively restarting. In this article, we look at how it has recovered so far, what Chinese travelers think about their future travel, and how industry players are responding to these trends. Countries and regions around the globe are gradually moving past the peak of the pandemic. We hope that China’s experience can shed light on what other countries can—and cannot—expect for their own travel recoveries.
China insurance customer experience: How insurers can improve where it matters
Chinese insurers are failing to meet their customers’ expectations. On the key point of customer-experience satisfaction, McKinsey research finds that many Chinese insurers are falling behind other industries in China. Customers have better experiences with banks than they do with insurance companies, including the top carriers: only 28 percent of customers rated insurers highly for customer satisfaction compared with 57 percent of banks and 80 percent of cafés (Exhibit 1).
Developing a customer experience strategy
Almost every successful company recognizes that it is in the customer-experience business. Organizations committed to this principle are as diverse as the online retail giant Amazon; The Walt Disney Company, from its earliest days operating in a small California studio; and the US Air Force, which uses an exotic B2B-like interface to provide close air support for ground troops under fire. Conversely, companies that are not attuned to a customer-driven marketplace are remarkably easy to spot.
Developing a customer-experience vision
A successful customer experience strategy starts with an aspiration centered on what matters to customers and empowering frontline workers to deliver. Almost every successful company recognizes that it is in the customer-experience business.
Desenvolvendo o ponto de vista da experiência do cliente
Para fornecer uma experiência distinta a organização deve unir-se em torno da satisfação plena do cliente. Almost every successful company recognizes that it is in the customer-experience business. Organizations committed to this principle are as diverse as the online retail giant Amazon; The Walt Disney Company, from its earliest days operating in a small California studio; and the US Air Force, which uses an exotic B2B-like interface to provide close air support for ground troops under fire.
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