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.
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.
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
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.
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].
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
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.
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.
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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