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Customer Experience Excellence Report 2019

Customer Experience Excellence Report 2019

Luxembourg’s leading customer experience brands are revealed in this significant report highlighting best practice across multiple sectors.

Luxembourg’s leading customer experience brands are revealed in this significant report

Luxembourg’s leading customer experience brands are revealed in the second edition of this significant report highlighting best practice across multiple sectors. The largest of its kind, the Customer Experience Excellence Centre analysis, supported by customer specialists KPMG Nunwood, reveals who is leading the field and offers an in-depth analysis of Luxembourg Customer Experience landscape.

KPMG surveyed over 1,000 customers for the Luxembourg report, covering nearly 80 brands across 10 sectors.

 

Download the report

 

We are all customers! As the founder of Walmart Sam Walton once said, “There is only one boss. The customer. And he can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else.” The quote might be old but it still holds true today.

So, have a think: how many times a day are you the “boss”?

Today’s customer has evolved to no longer want a product or even a service. Instead, we want an “experience”. Whether we’re buying a new pair of jeans, ordering sushi in a nearby restaurant or binge-watching the latest episodes of La Casa de Papel on our favorite video streaming site, the way we enjoy these experiences is a vector of our loyalty to a brand and how willing we are to advocate for it.

As always, our best experiences become our reference points. This may be one of the biggest challenges for brands today: to constantly reinvent themselves to tackle not only their usual sector competitors but also other, unexpected brands from a completely different universe.
In this challenging environment, where brands that don’t move forward tend to fall backward, I’m excited to introduce you to the second edition of our Luxembourg Customer Experience Excellence survey.

Like last year, the survey employed a long-established and proven methodology developed with KPMG Nunwood, a leader in the customer experience excellence field. More than 1,000 Luxembourg residents were invited to share their opinion on nearly 80 brands they interacted with across 10 different sectors, allowing us to draw a holistic picture of the Luxembourg customer experience. 

Finally, similarly to last year, this research was also conducted in 19 other countries, providing essential insights into how things are being done elsewhere.


Here’s to an insightful read.


Jean-Pascal Nepper

Partner
Head of Transformation

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