The latest KPMG-Nunwood Customer Experience Excellence Survey reveals the top UK leisure companies for customer experience
Never before have brands been under such pressure to perform. Across UK PLCs, customer experience has stalled. Firms are failing to make the necessary internal connections that ensure the delivery of a consistent experience across all touchpoints. For many, customer experience has yet to evolve into a coherent management or transformation discipline. It is currently a team or project for most companies, rather than a mature business capability.
However, there’s evidence to be optimistic about the future of customer experience in the leisure sector. There are organisations who are making real progress, transforming their businesses, and in the process placing greater emphasis on the experience they deliver to their customers.
Our 2017 analysis of UK Customer Experience revealed that companies in the restaurant and fast food sector are performing 1 percent better than the UK average for all 10 sectors surveyed. However, the travel and hotel industry has fallen 3 percent behind. Customers demand simplicity, flexibility and, increasingly, minimal human interaction. For travel and hotel groups, this means that each human-to-human interaction needs to be outstanding.
To find out more download the full Nunwood Connected Experience Imperative report.