US companies are famed for their customer experience. So what can British companies learn from their American counterparts? This report suggests some answers.
The defining trait among America’s best this year seems to be their ability to make a thousand parts move as one towards a common goal: to connect their people to the customer. They understand that every customer experience is the sum of several smaller experiences. It is this attention to detail – to get each ‘micro experience’ right – that gives them a competitive edge.
Based on the opinions of more than 7,500 customers, commenting on over 240 brands, the 2016 US Customer Experience Excellence analysis reveals the brand leaders, and how they …
Harnessing the Power of the Many - Thursday 19th May at 12pm
Harnessing the Power of the Many - Customer Experience Excellence Centre 2016 UK Analysis
This article represents the views of the author only, and does not necessarily represent the views or professional advice of KPMG in the UK.