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Findings based on 14 countries 54,233 consumers c.1,400 cross-sector brands 593,355 individual brand evaluations The Six Pillars of customer experience excellence Personalization Integrity Expectations Resolution Time and Effort Empathy Global Hall of Fame Australia China UAE QVC UK Denmark France India Italy Luxembourg Singapore Airlines Alipay Topdanmark MAIF Taj Hotels Resorts & Palaces Mexico Netherlands New Zealand Norway UK US Apple Store Ernster Marriott Navy Federal Credit Union KLP Emirates Lush Farmlands Co-operative Personalization leads in the importance of building customer loyalty 3rd Financial services Leading sectors for customer experience Tomorrow’s experience, today Economics of experience excellence Integrity is the most important pillar in driving customer advocacy Global customer experience themes Commitment to excellence Organized around the customer Excellence Engagement Execution Economics Alignment of employee experience (EX) and customer experience (CX) Motivation and passion Greater revenue growth of the top 50 brands compared to the bottom 50, at an aggregated level. Greater EBITDA growth of the top 50 brands compared to bottom 50, at an aggregated level. Attention to detail Constant monitoring CX link to value Experience optimization 54 % 202 % © 2018 KPMG International Cooperative (“KPMG International”). KPMG International provides no client services and is a Swiss entity with which the independent member firms of the KPMG network are affiliated. 2nd Grocery retail 1st Non-grocery retail

Tomorrow's experience, today - KPMG International...The Six Pillars of customer experience excellence Personalization Integrity Expectations Resolution Time and Effort Empathy Global

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Page 1: Tomorrow's experience, today - KPMG International...The Six Pillars of customer experience excellence Personalization Integrity Expectations Resolution Time and Effort Empathy Global

Findings based on

14countries

54,233consumers

c.1,400cross-sector

brands

593,355 individual brandevaluations

The Six Pillars of customer experience excellence

Personalization Integrity Expectations

Resolution Time and Effort Empathy

Global Hall of Fame

Australia

China UAE

QVC UKDenmark

France

India

Italy

Luxembourg

SingaporeAirlines

Alipay

Topdanmark

MAIF

Taj HotelsResorts &Palaces

Mexico

Netherlands

NewZealand

Norway

UK

US

AppleStore

Ernster

Marriott

Navy FederalCredit Union

KLP

Emirates

Lush

FarmlandsCo-operative

Personalization leads in the importance of building customer loyalty

3rd Financial services

Leading sectors for customer experience

Tomorrow’sexperience, today

Economics of experience excellence

Integrity is the most important pillar in driving customer advocacy

Global customer experience themes

Commitment toexcellenceOrganized around the customer

Excellence Engagement Execution Economics—

——

——

Alignment of employeeexperience (EX) and customer experience (CX)Motivation and passion

Greater revenue growth of the top 50 brands compared to the bottom 50, at an aggregated level.

Greater EBITDA growth of the top 50 brands compared to bottom 50, at an aggregated level.

Attention to detailConstant monitoring

CX link to valueExperience optimization

54% 202%

© 2018 KPMG International Cooperative (“KPMG International”). KPMG International provides no client services and is a Swiss entity with which the independent member firms of the KPMG network are affiliated.

2nd Grocery retail

1st Non-grocery retail