A customer's best experience anywhere becomes their expectations everywhere.
The organizations taking this to heart are the ones leading the pack. With a focus on customer-led transformation, they are adopting the tools and capabilities to understand their end users and deliver consistently personal and exceptional experiences.
Without a doubt, it pays to follow the customers. Every year, KPMG conducts extensive global research on the rise of the customer, their habits, attitudes, and expectations of those companies they choose to engage with. And every year, the customer emerges as one of most significant factors driving an organization's success and sustainability.
Unpack the fundamental components of every great customer experience
Based on nearly a decade of research and more than 2 million evaluations across multiple markets, KPMG International identified and validated six fundamental components of every great customer experience: personalization, integrity, expectations, resolution, time and effort, and empathy.
Click on the sections below to learn more about the pillars that matter most to your business.
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