Customer Experience Excellence Report 2018 | KPMG | LU

Customer Experience Excellence Report 2018

Customer Experience Excellence Report 2018

Luxembourg’s leading customer experience brands are revealed in this significant report highlighting best practice across multiple sectors.

A Luxembourg Story: Harnessing a customer first approach in a changing world.

Luxembourg’s leading customer experience brands are revealed in this significant report highlighting best practice across multiple sectors. The largest of its kind, the Customer Experience Excellence Centre analysis, supported by customer specialists KPMG Nunwood, reveals who is leading the field and offers an in-depth analysis of Luxembourg Customer Experience landscape.

KPMG surveyed over 1,000 customers for the Luxembourg report, covering 80 brands across 10 sectors.

 

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More about the report

The received wisdom used to be that a brand was what it said it was, yet this no longer holds true. It is increasingly recognized and understood that in today’s world, a brand is not simply a marketing confection, sustained by persuasive advertising. A brand is not what it says it is; rather, it is what customers feel it is. A brand is what it does - it is what customers experience.

In what ways does the Luxembourg market differ from others in this respect? How is Luxembourg performing in customer experience terms? Are we leading the field, or are we lagging behind our larger neighbors? We felt that it was time to take a closer look at Luxembourg’s B2C market and attempt to find answers to these questions. This, the first-ever Luxembourg customer experience excellence research, is the result.

The analysis in this report draws on a long-established and proven methodology developed in collaboration with KPMG Nunwood. A leader in the customer experience excellence field, KPMG Nunwood’s Excellence Center has conducted similar research surveys in both the UK and the US over the past eight years.

This research has also been undertaken in parallel in thirteen other countries worldwide, making it not only a valuable tool in gaining insights into the Luxembourg market, but a key component of a broader, internationally-focused KPMG customer experience excellence analysis.

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