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 .
What makes a good customer experience? Every organisation will have a different stance when it comes to 'getting it right' for the customer. However, there are six universal characteristics that can be found in every good experience.
In the world of business to business (B2B), commercial success for a firm lies in the strength of the relationships it creates with its customers. In any walk of life, relationships are won or lost in key moments.
Transforming around your customers takes commitment and strategic direction from the top. As a first step, leadership can consider the following pillars which put the customer at the heart, rather than focus on company policy or corporate rulebooks.
Advances in technology, logistics, payments and trust – coupled with increasing internet and mobile access and consumer demand for convenience – have created a US$1.9 trillion global online shopping arena, where millions of consumers no longer ‘go’ shopping, but literally ‘are’ shopping – at every moment and everywhere.
Get ahead in the era of the customer
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Get ahead in the era of the customer by registering for full access to the KPMG Customer Excellence Centre.