In the era of continual regulatory disruption and increasing competition, the transport and logistics players are in the quest for differentiation. A differentiated position could help the players in garnering efficiency and profitability in the cut throat competitive environment. Across industries this primarily yields from technology-driven enhanced customer experience. A KPMG commissioned study reveals that across multiple sectors, the top 25 customer experience leaders achieved 5 times the earnings growth and 7 times the revenue growth of the bottom 25. While 80% of transport and logistics companies agree to this thought and claim to focus on improving customer experience, 85% admit to the lack of clarity in defining a differentiated customer experience.
With ever more parties involved in providing services, and customers expecting continual access to information, connectivity forms the base of an enhanced customer experience agenda. This paper discusses the 4Es of customer centric organization's characteristics, the importance of connectivity in plotting a path to customer-centricity and imperative rethinking of business models. It shares the `six pillars of customer excellence' that has helped organizations achieve better outcomes and highlights the key investment areas required to offer connected experience to customers. Further it portrays how customer centric business models may look like and delves into the challenges faced while transitioning towards it. The paper also showcases some case studies where KPMG has helped organizations overcome these challenges.
“Companies need to address two key challenges: 1- Understanding what a good customer experience looks like; 2- Re-orienting the entire organization around the customer to ensure a strong consistent experience across every channel.”
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