MUMBAI, 27 AUGUST 2018– A new report released today by KPMG in India, basis KPMG International’s Global Customer Center of Excellence reveals that customers in India value personalisation, followed by integrity as key essentials for a good customer experience. Taj Hotels Resorts and Palaces, ranks high up in both these categories. The Non-grocery retail sector too scores high on both these pillars, with brands such as Tanishq, Flipkart and Indian Oil being front runners.
The report furthur stated that with India having an incredibly diverse population, brands have to cater to a wide range of customers from a plethora of backgrounds, cultures and varying sensibilities. The winners are those organisations which appeal to the customer’s core values, score high on the integrity quotient and reduce friction in the transaction cycle.
Based on a survey of almost 2508 consumers across 108 brands and 9 sectors in the Indian market, the report identifies which brands consumers ranked highest for customer experience excellence. Brands were ranked across The Six Pillars of Customer Experience Excellence to identify the leaders across: Personalization; Integrity; Expectations; Resolution; Time & Effort and Empathy
Speaking on the launch of the report Abhijeet Ranade, Partner and Head, Customer and Channel, Management Consulting, KPMG in India said” It is time for organisations to get out there and understand their markets, their customers, the real value of their products and services and aspire to build a sustainable enterprise in the market; having the ability to fulfil their customer promise at each transaction via an extended supply chain. Difficult? Yes, but has to be done in order to survive and grow in this VUCA (Volatile, Uncertain, Complex and Ambiguous) world.”
Commenting on the findings of the report, Aditya Rath, Partner, Customer and Channel, KPMG in India said “India is continuing its indulgence with experiences which customers can live, share and feel connected with. Brands need to find a way to bring experiences to life and fulfil their customer promise at each interaction.”
Hall of Fame Brands
The leading brands in each market were chosen by customers for their performance against The Six Pillars of Customer Experience.
The Six Pillar model of Customer Experience Excellence was developed to provide a precise and practical definition of the kind of emotional outcome a successful experience needed to deliver. Based on nearly a decade of research and more than 2 million evaluations across multiple markets, the model represents the fundamental components of every great customer experience. It is in combination, an invaluable business tool for measuring a brand’s commercial success with strong performance across the pillars improving Loyalty and Advocacy of the brand.
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