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Changing the Paradigm on Customer Centricity

Published By: KPMG
KPMG
Published:  May 08, 2018
Length:  12 pages

Many retailers have responded with a largely outdated omnichannel approach, focusing on integrating the physical and digital channels they use to interact with customers, when the problem is actually inside the business. Today's customers will remain loyal only if a brand offers them transparency and superior quality products while actively engaging with them to build a relationship they value. Meeting those needs has nothing to do with offering another physical, digital, or mobile channel and everything to do with running the business in a way that is customer-first and customer-centric.



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