close
Share with your friends

Global Customer Experience Excellence Report 2019

Global Customer Experience Excellence Report 2019

In the Global Customer Experience Excellence Report we explore the means by which these companies create a customer obsessed culture and how that is realized across all aspects of their business ultimately resulting in outstanding experiences for their customers..

1000

Related content

Read more

The central theme of the 2019 report is customer obsession - a defining characteristic of all companies that achieve the leading positions in each country’s index.

In particular we explore the means by which these companies create a customer obsessed culture and how that is realized across all aspects of their business ultimately resulting in outstanding experiences for their customers.

Obsession describes an idea or thought that continually intrudes upon the mind. For these companies “customer” continually pervades their thinking.

Serving customers by solving their problems and meeting their changing needs is their raison d’etre, their motivation and their enduring quest.

There are three defining and competitively advantageous characteristics of customer obsessed companies:

  • They are customer led: These companies know their customers at a deep and profound level, they know their physical and their psychological needs and, as a consequence, they craft market leading propositions.
  • They are insight driven: they know how to choreograph experiences that are inspirational and motivational in meeting these needs and are continually refining delivery in line with customer feedback.
  • They practice customer foresight to anticipate customer needs: Many are organized around the customer: test and learn is a way of life they are organised to respond quickly and to execute efficiently and effectively such that in many cases they meet the need just as the customer realizes they have one.

For the leading companies their obsession with building long term customer relationships generates an organizational customer focused mind set that pervades strategic thinking and the operational reality. In this report we explore how this translates into market success and we will do so through four lenses:

  • The purpose of the organization, its brand and how it is lived internally so it is felt authentically externally
  • The products, services and propositions that the firm develops in response to its customers needs, the supply chain and supporting partnership eco system that supports rapid product delivery.
  • Customer interaction management, the use of predictive analysis to anticipate customer needs, the supporting systems, technologies and support services required to deliver a seamless experience
  • The organizational design model, its closeness to the customer, the degree to which the employee experience is aligned to the target customer experience and how the organization is aligned to support the end to end delivery of the customer promise.

© 2020 KPMG, a group of Bermuda limited liability companies which are member firms of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved.

KPMG International Cooperative (“KPMG International”) is a Swiss entity.  Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm.

 

Connect with us

 

Want to do business with KPMG?

 

loading image Request for proposal