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 .
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.
Forget what you think you know about customer journeys, profit drivers, and client behaviour. Get ready to change your internal processes and capabilities. It’s time to deploy new techniques in co-creation to let your customers design the best version of your business that it can be.
Get ahead in the era of the customer
For regular, actionable insights that can help you transform your business to deliver value in the era of the customer, register for full access to the KPMG Customer Excellence Centre.
Get ahead in the era of the customer by registering for full access to the KPMG Customer Excellence Centre.