How are successful companies tuned to their customers?

According to the results of this year’s KPMG Global Customer Experience Excellence survey, a high level of digitalisation, being sensitive to social issues and giving priority to earning the loyalty of consumers are characteristic of the customer satisfaction strategies of successful companies. Serving customers in a simple, fast but emphatic manner is essential, but it is also worth keeping in mind that almost two thirds of shoppers are willing to pay more for the products of a company which they deem to be honest and responsible.

The feeling of being personal remains a key in customer experience

KPMG has found: what separates the best companies from the rest is how they connect their customer satisfaction strategies to their background processes. These days consumer needs must also prevail in areas where it they haven’t been decisive before. The information generated about consumers online must reach every level of the organisation, so that background processes can also put serving customers in the focal point. At the same time companies must also preserve the feeling of being personal.

Leading companies are successful in linking their customer satisfaction strategies to background processes

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The above article has also been published in Issue 2021/12-01 of Trade magazin.