How to create customer centric business and compete in the digital age.
Today’s customers are better informed, better connected and more demanding than ever before. The 2017 KPMG Global CEO survey reported that 88% of CEOs are now concerned about customer loyalty and recognize that mastery of the customer agenda is essential. Also, 79% of CEOs told us that their current business models are not disruptive enough.
It is clear that global leaders of successful businesses recognize that creating a customer centric, digitally-transformed business is a top priority. How can your business engage customers, increase customer loyalty and achieve profitable growth in the age of digital disruption?
Almost every market is experiencing fundamental change; customer expectations have shifted and digital technologies are making the biggest impact on businesses large and small since the start of the information age. Ultimately, businesses need to navigate the challenges of digital disruption and find new ways to create economic value and drive profitable growth.
Source: KPMG, 2017 https://advisory.kpmg.us/content/dam/advisory/training/pdf/customer-first-action-plan.pdf
Author: Julio Hernandez and Adrian Clamp