Upload
others
View
6
Download
0
Embed Size (px)
Citation preview
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