Being customer-obsessed creates better customer experiences. For the second year in a row, KPMG has released its Danish Customer Experience Excellence report, analysing which Danish top 50 B2C brands – across 10 industries – deliver the best customer experiences according to more than 2,500 Danish consumers.
Each brand is measured by how well they perform on the Six Pillars of Customer Experience Excellence. In the report, we explore what a good customer experience looks like in Denmark and provide insights into what the most customer-obsessed brands have in common – and what you can learn from them.
The report elaborates on the following key takeaways:
- The best brands retain their position by first and foremost having a deep understanding of their customers and then applying digital solutions and technology to support their customer experience strategy. These investments help them meet and exceed customers' expectations and improve their experience.
- Customers have become far less patient and are increasingly expecting a frictionless customer journey. Many have integrated their front, middle and back office to the customer journey to ensure any interaction with the brand is always seamless.
- Customer-obsessed brands position themselves strategically in ecosystems with the customer at the centre. They enter into partnerships to provide the best benefits to the customer – from minimising the time spent, creating a personal experience, or simply maximising the financial benefits.
- The best customer experiences require focus and time investment. Being customer-obsessed is not easy – it takes continuous effort to keep up with the rapidly changing customer expectations.
You are always welcome to contact us if you are interested in knowing more about the results or if you want to get started with your customer experience strategy.