Customer, Brand & Marketing Advisory

Customer, Brand & Marketing Advisory

We help organisations to achieve sustainable growth in today’s dynamic market by putting customer outcomes at the centre of every decision.

To achieve sustainable growth, customer outcomes must be at the centre of every decision.

To achieve sustainable growth in today’s dynamic marketplace, customer outcomes must be at the centre of every business decision. Customer preferences are rapidly changing and the bar on expectations is continuously being raised in our 'always on', multi-channel world.

KPMG Customer, Brand & Marketing Advisory specialise in helping organisations achieve a ‘customer first’ agenda to drive desired financial and operational outcomes. We help organisations deliver the transformative activities required to achieve customer centricity, enabling the creation of more positive experiences, coupled with increased economic value.

We can work with you to understand relevant market developments, assist you to frame your strategy and transformational roadmap for the future, and to establish an effective and efficient set up – all of which help make it clear what your business stands for when it comes to customer centricity.

We bring these solutions forward in a pragmatic way, defining plans for growth, cost-to-serve, and the business cases required to deliver them. We understand the science behind informing these decisions, bringing them to fruition with our real-world operational expertise.

Our team can offer you expert, specialised help with:

Customer Strategy & Experience – Dynamic and rapid organisational change is required to continue to meet customer demands. We provide advice, design and implementation support across the full range of customer strategy and experience services. We will work with you to – define your customer strategy to balance growth, profitability and efficiency objectives; design customer journeys from front to back of house; join the internal and external value chain, with customer centric principles; and improve core end-to-end organisational processes to enhance customer experience and operational efficiency.

Brand & Marketing – Chief Marketing Officers (CMOs) and brand leaders have a significant responsibility to consistently deliver and innovate for their organisations in today’s rapidly changing environment. We will work with you to enhance your investment in your marketing function and transform your organisation by understanding the link between customer, brand and marketing. We leverage leading international practices to advise on brand strategy, consumer insight, media transparency, marketing integration, speed of change and new technologies, creating meaningful customer influence and marketing spend accountability.

Reputation Management – The way you manage your reputation can lead to big rewards or devastating brand damage. KPMG’s Reputation Advisory assists organisations to manage their reputation – both proactively and reactively.  We help our clients to respond efficiently and effectively in times of crisis and in response to developing issues. We also support our clients to adopt a proactive focus on reputational risk management in order to help them prevent crises or issues occurring and to be prepared to act quickly if necessary. Our team has significant experience working both with and within government and industry to build, maintain and restore the brand and reputations of a variety of diverse organisations. 

Brand Valuation – Organisations are acutely aware of the value and importance of their brand, and the need to invest in enhancing it. But the challenge comes in understanding where best to direct the investment. To address this challenge we have developed the KPMG Brand Valuator, a unique approach which builds a 360° view of a brand to measure its value. The approach delivers a qualitative and quantitative assessment of the key areas of focus for a brand that will drive the greatest return on brand investment. The Brand Valuator is underpinned by a unique analytical model which was developed by combining our deep expertise and strong track record of providing valuation advice on many of the biggest financial deals in the market, with our expertise in building and managing brands globally, advising on consumer behaviour and insights, and analysing and distilling insights from data.

Marketing & Sales Transformation – Consumer behaviours are driving a fundamental shift in how organisations sell and engage with their customers. We support the enhanced investment in sales and marketing by working with you to become more operationally-focused, remodelling your functions to handle new processes, new technologies, enhanced data analysis and financial accountability. We can help you to identify and build new business partnerships and marketing and sales operations; develop distribution channels that are future-proofed for digital disruption; and evaluate sales and marketing data technology, customer loyalty and customer service effectiveness.

KPMG Customer Intelligence – We combine deep market research experience, social media analysis and advanced data analytics to enable evidenced based decisions. Our team of research specialists designs initiatives that lead to evidence-based decisions which inform, develop and execute an effective customer strategy that can help to drive growth. Focused on providing advice that can help empower clients to drive real business outcomes from their customer strategy, our team has in-depth experience beyond providing research and data to clients. They work with clients to deliver continuous improvement and results.

KPMG Creative – We work with our clients to provide customer experience and related innovation consultancy advice on branding, digital interface, physical space design and omni-channel experience. Our evidence based design approach, fuses human centred design, brand strategy and emerging decision sciences, such as behavioural economics and neuroscience, to deliver transformative creative thinking.  Our collaborative models engage our clients in the process, whether that's our hive model to maximise the range of creative ideas generated or our concentrated 5 day sprint to get to an outcome swiftly. The result is customer experiences that are compellingly differentiated.

Design Thinking & Innovation – Framing real customer issues requires new and innovative ways of thinking. Organisations need to become more agile in their problem solving to frame customer issues and use creative approaches to innovate. Working with our team, you will clarify your vision and strategy; explore the development of new business models; experience new ways of working; develop new products and services, experiences and brands; whilst keeping your team at the leading edge of design thinking and innovation. With hands on training by expert practitioners, we will work closely with you to keep your team at the leading-edge of design thinking and innovation.

Media Value Advisory – The media world is in a state of continual and rapid evolution. Australian advertisers are spending billions of dollars, technology is changing daily, and people are consuming media and entertainment in more ways than ever before. KPMG’s Media Value Advisory team works closely with organisations to help them navigate the changes and challenges in the media, publishing and advertising industries, and to build value in this shifting landscape.

Connect with us


Want to do business with KPMG?


loading image Request for proposal