Insight

Interaction + Relationship = Customer experience excellence

Novel approaches taken by six leaders identified in the 2020 KPMG customer experience excellence survey

Julio J. Hernandez

Julio J. Hernandez

Global and U.S. Customer Advisory Lead, KPMG US

+1 404-222-3360

Jason Galloway

Jason Galloway

Managing Director, Customer Advisory, KPMG US

+1 314-244-4102

Many times, the moments that matter in customers’ lives are not selling occasions, but they are relationship building occasions. Frequent high-quality interactions, enabled by digital technology, are crucial in building a strong commercial relationship. In this article we explore the digital strategies that the leading firms in our top 100 index employ to sustain commercially beneficial, enduring, relationships.

We are all time poor and face multiple competing demands on our mental processing time. This means that every customer engagement needs to count. Companies that only make contact when there is an opportunity for a sale, limit customer loyalty and longevity.

Learn by example from industry leaders how to maximize the relevance and timing of customer interactions.

Interaction + Relationship = Customer experience excellence
Explore the digital strategies that leading companies employ to sustain commercially beneficial and enduring relationships.