2020 KPMG U.S. customer experience excellence report
Explore differentiators for ten companies, what they did to improve their rankings and eight common capabilities that build resilience.
A better understanding emerges when the fully allocated cost to serve is considered, including product returns and rebates, logistics costs, environmental impacts, and dozens of other transactional elements.
With practical and easy-to-understand industry-focused modeling, KPMG can help you quantify those actual costs—down to the lowest level of granularity for every product, every customer, and every order. These findings provide an X-ray into root causes of profit erosion and help you better improve profitability by investing in the right customers, products, and channels and understanding how to renegotiate or reconfigure those that fall short.
Discover where you’re leaving money on the table.