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COVID-19: A perspective on the new customer

COVID-19: A perspective on the new customer

Tim Knight discusses what businesses need to do to compete in a new reality.

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Tim Knight

Partner, Customer Advisory

KPMG in the UK

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“Nobody has the definitive view of the new customer yet. However, we’re at the start of what will be a competitive race to be clear on the insights, clear on the decisions, and clear on the opportunities ahead.” 

In our latest video, we start to explore how companies can compete in a new reality if the very customers their businesses are built for have changed?

Key themes emerging that businesses need to consider: 

  • External insights. Businesses need to ensure they have a way to organise and extrapolate the insights and data being gathered so they can focus their “go-forward” teams. 
  • Resetting old assumptions. Which operational levers should businesses pull in the short-term – price, channels, products, workforce? And how should the enterprise model change more permanently? 
  • Managing opportunity. Many businesses have the opportunity to emerge stronger, with the potential for innovation and adaptations. 

Nobody has a definitive view of the new customer yet, but what we do know is that we are at the start of what will be a competitive race to understand our new reality. 

Find out more about the shift in the new customer in our latest Customer Connections insights report

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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.

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