Did you ever wonder what the most successful companies do to satisfy their customers in an ever changing environment?
KPMG's annual Customer Experience Report shows that companies that continuously adapt to customer needs are the most successful. Any brand that utilizes artificial intelligence can count themselves among the top customer experience performers.
KPMG’s Customer Experience Report each year encapsulates which brands are most successful through absolute customer focus. Only a few brands succeed in offering an excellent customer experience. But what makes the difference?
According to the researchers at KPMG, all customer experience measures must be consistently good. However, only a few brands achieve this consistency because from the customer's point of view there are often discrepancies that spoil the shopping experience.
Who Are The Winners
The KPMG report shows that the best brands are perfectly aligned with their customers. These companies take a customer centric approach and they focus on the customer in all interactions tailoring the brands to individual wants and needs. Moreover, the entire organization shares the common goal of creating a great customer experience. The latest technologies are deployed and a seamless transition between online and offline experiences are created.
The research identifies artificial intelligence as a key aspect of top performance. It is intended to revolutionize customer communication and will be indispensable in the future to improve the customer experience. Due to artificial intelligence, companies can not only communicate with customers faster, but also in a more personalized, engaging manner.
What Can You Do
Empower your employees. Much of the customer experience, especially when it is in person, can be attributed to whom they interact with. Ensure your employees have all the tools to serve the customer efficiently. Identify employee pain points, such as, work processes and amend them if needed to ensure a positive customer experience.
Implement customer experience programs and integrate artificial intelligence to identify customer wants and needs. These valuable insights will bring you one step closer to being a top customer experience performer. Contact us to find out, how we can assist you with this exciting journey.