Tomorrow's experience, today ... Store Ernster Marriott Navy Federal Credit Union KLP Emirates Lush

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  • Findings based on

    14 countries

    54,233 consumers

    c.1,400 cross-sector

    brands

    593,355 individual brand evaluations

    The Six Pillars of customer experience excellence

    Personalization Integrity Expectations

    Resolution Time and Effort Empathy

    Global Hall of Fame

    Australia

    China UAE

    QVC UKDenmark

    France

    India

    Italy

    Luxembourg

    Singapore Airlines

    Alipay

    Topdanmark

    MAIF

    Taj Hotels Resorts & Palaces

    Mexico

    Netherlands

    New Zealand

    Norway

    UK

    US

    Apple Store

    Ernster

    Marriott

    Navy Federal Credit Union

    KLP

    Emirates

    Lush

    Farmlands Co-operative

    Personalization leads in the importance of building customer loyalty

    3rd Financial services

    Leading sectors for customer experience

    Tomorrow’s experience, today

    Economics of experience excellence

    Integrity is the most important pillar in driving customer advocacy

    Global customer experience themes

    Commitment to excellence Organized around the customer

    Excellence Engagement Execution Economics —

    — —

    — —

    Alignment of employee experience (EX) and customer experience (CX) Motivation and passion

    Greater revenue growth of the top 50 brands compared to the bottom 50, at an aggregated level.

    Greater EBITDA growth of the top 50 brands compared to bottom 50, at an aggregated level.

    Attention to detail Constant monitoring

    CX link to value Experience optimization

    54% 202%

    © 2018 KPMG International Cooperative (“KPMG International”). KPMG International provides no client services and is a Swiss entity with which the independent member firms of the KPMG network are affiliated.

    2nd Grocery retail

    1st Non-grocery retail