Customer Strategy | KPMG

Customer Strategy

Me, My Life, My Wallet

KPMG International’s groundbreaking Customer Insights program identifies the complex drivers of choice that open and close the customer wallet. It details insights on how the seismic influences of continued technological disruption, erratic socio-political and economic shifts, and enhanced mobility are upending fundamental beliefs around what drives consumer behaviour.

20 minute read
by Julio J. Hernandez, Willy Kruh
Customer Strategy

Competing for growth

At a time when poor customer experience can go viral in minutes, companies can live or die by the way they deliver services, respond to issues and manage customer expectations.

10 minute read
by Julio J. Hernandez
Customer Strategy

The New Age of The Customer

How to provide value to customers. This has always been the challenge at the heart of every business. Today many organisations find that they no longer understand the needs of their customers.

2:37 Video
by Adrian Clamp, Julio J. Hernandez, Martin Herbert
Customer Strategy

What is a customer centric business?

Discover how organisations are rising to meet the challenge of customer demands. Customer centric thinking challenges organisation models, creates fierce competition and is starting to disrupt the business landscape.

6 minute read
by Adrian Clamp
Customer Strategy

Smart customer loyalty and how you can achieve it

In today’s challenging economic environment, executive teams are increasingly expected to deliver sustainable growth by transforming their customers’ experiences. 90 percent of executives we surveyed said they are worried about customer loyalty, and 32 percent said building and sustaining customer loyalty was a top ten priority [1].

12 minute read
by Nathan Beaver, Jonathan Howells
Customer Strategy

Customer culture outside the c-suite

CEOs get it. CMOs get it. Even most CFOs get it: customer experience matters to the bottom line and to sustainable growth. But if the C-suite cannot communicate the right messages and behaviours to the rest of the organisation, their good intentions are worth nothing

3 minute read
by Adrian Clamp
Customer Strategy

Customer first | Creating a customer centric business

With the theme of 'Customer First', this KPMG report details the six core capabilities of a customer centric business. We share the insight and practical experience KPMG has gained in helping clients in many sectors and markets around the world to successfully transform to unlock new sources of customer value and compete successfully in the digital age.

2 minute read
by Adrian Clamp
Customer Strategy

How the right mobile strategy can strengthen your customer service

Connected devices and smartphone use is growing, presenting clear opportunities for businesses to enhance their customer service. But getting the right mobile strategy requires businesses to take a far-reaching view.

1.5 minute read
by Andrew Matthews
Customer Strategy

What’s the value of emotional loyalty?

Brand love isn’t just a marketing cliché; it’s key to lasting consumer-brand relationships. At dunnhumby, we pioneered the idea that previous shopping behaviour is predictive of future purchases; or, in other words, what you did directly relates to what you will do.

2 minute read
by Edwina Dunn, Starcount

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Social Thinking on Customer

by Bob Thompson

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