We help organisations to achieve sustainable growth in today’s dynamic market by putting customer outcomes at the centre of every decision.
To achieve sustainable growth, customer outcomes must be at the centre of every decision.
To achieve sustainable growth in today’s dynamic marketplace, customer outcomes must be at the centre of every business decision. Customer preferences are rapidly changing and the bar on expectations is continuously being raised in our 'always on', multi-channel world.
KPMG Customer, Brand & Marketing Advisory specialise in helping organisations achieve a ‘customer first’ agenda to drive desired financial and operational outcomes. We help organisations deliver the transformative activities required to achieve customer centricity, enabling the creation of more positive experiences, coupled with increased economic value.
We can work with you to understand relevant market developments, assist you to frame your strategy and transformational roadmap for the future, and to establish an effective and efficient set up – all of which help make it clear what your business stands for when it comes to customer centricity.
We bring these solutions forward in a pragmatic way, defining plans for growth, cost-to-serve, and the business cases required to deliver them. We understand the science behind informing these decisions, bringing them to fruition with our real-world operational expertise.
Our team can offer you expert, specialised help with:
Customer Strategy & Experience – Dynamic and rapid organisational change is required to continue to meet customer demands. We provide advice, design and implementation support across the full range of customer strategy and experience services. We will work with you to – define your customer strategy to balance growth, profitability and efficiency objectives; design customer journeys from front to back of house; join the internal and external value chain, with customer centric principles; and improve core end-to-end organisational processes to enhance customer experience and operational efficiency.
Brand & Marketing – Chief Marketing Officers (CMOs) and brand leaders have a significant responsibility to consistently deliver and innovate for their organisations in today’s rapidly changing environment. We will work with you to enhance your investment in your marketing function and transform your organisation by understanding the link between customer, brand and marketing. We leverage leading international practices to advise on brand strategy, consumer insight, media transparency, marketing integration, speed of change and new technologies, creating meaningful customer influence and marketing spend accountability.
Marketing & Sales Transformation – Consumer behaviours are driving a fundamental shift in how organisations sell and engage with their customers. We support the enhanced investment in sales and marketing by working with you to become more operationally-focused, remodelling your functions to handle new processes, new technologies, enhanced data analysis and financial accountability. We can help you to identify and build new business partnerships and marketing and sales operations; develop distribution channels that are future-proofed for digital disruption; and evaluate sales and marketing data technology, customer loyalty and customer service effectiveness.
KPMG Acuity – We work with you to gather and interpret data to understand your customer needs, specialising in market research and utilising customer insights to inform business strategy. These insights address a broad range of business challenges including customer experience, satisfaction and loyalty, stakeholder and corporate strategy, communications and employee engagement. We apply a variety of quantitative and qualitative research techniques, such as consumer focus groups, shareholder and investor consultations, ethnography and quantitative statistical analysis which help to inform robust decision-making.
Design Thinking & Innovation – Framing real customer issues requires new and innovative ways of thinking. Organisations need to become more agile in their problem solving to frame customer issues and use creative approaches to innovate. Working with our team, you will clarify your vision and strategy; explore the development of new business models; experience new ways of working; develop new products and services, experiences and brands; whilst keeping your team at the leading edge of design thinking and innovation. With hands on training by expert practitioners, we will work closely with you to keep your team at the leading-edge of design thinking and innovation.
Media Value Advisory – The media world is in a state of continual and rapid evolution. Australian advertisers are spending billions of dollars, technology is changing daily, and people are consuming media and entertainment in more ways than ever before. KPMG’s Media Value Advisory team works closely with organisations to help them navigate the changes and challenges in the media, publishing and advertising industries, and to build value in this shifting landscape.
Social Media – We work with you to understand both the risks and opportunities of social media. Our services include diagnostics, social media intelligence, research and advisory. Through our collaborative approach, you’ll come to understand the full extent to which your brand, services, competitors and industry are being discussed across social media, including Facebook, Twitter, blogs, forums, YouTube and other emerging channels. Our proprietary software and the Social Media Advisory team provide intelligence to aid the development of your social media strategy and to ensure social media is working positively to support your business objectives.