The KPMG US Customer Experience CX Excellence Report shows what the top 10 industries (here only the top 5) are from a CX perspective. Is that a surprise? At the top is food retailing, then in second place financial services and in third place non-food retailing, fourth and fifth are “restaurants and fast food” and “travel and hotels”.
You can find more about CX here.
Are the results of the KPMG US Customer Experience CX Report transferable to D-A-CH?
Whether or not all of this is transferable to D or DACH is not so important. The key question is:
- What about me – in my company?
- How do my customers see it? – In comparison to the competition and – in comparison to the so-called top companies (regardless of the industry).
- What do the top CX companies do differently than others?
- Why do the customers of these top companies “have a positive perception of the CX” and unfortunately not with others?
This is just an excerpt from the report. You can find the complete report link at the end of the article.
Is gastronomy a good role model?
As a manager (head of CRM) at Breuninger, I learned a lot in the area of CX. The retail company was always very much influenced by the hotel and restaurant industry. I thought that was very good. Until today.
I only learned Marriott’s motto “We are Ladies and Gentlemen, who are serving Ladies and Gentlemen” a few years later. But even as a child, I sensed this basic philosophy at Breuninger.
This philosophy continues to shape my thinking and actions to this day, supplemented and developed through many positive and negative experiences.
If you go through life with your eyes open, you see a lot of what the KPMG monitor brings to light.
We do this in all our projects: we look at where things are stuck, where they are going smoothly, and where there is potential for optimization.
Conclusion on the KPMG US Customer Experience CX Report:
Always according to the motto: can you make good things even better!
Yes, it is possible. Because standing still is a step backwards. 🙂 And we always want to be at the forefront together with our customers.
