Many of our clients prioritise customer centricity and are continuously looking to improve customer experience. In order to accomplish this, organisations need to have an up-to-date understanding of their customers and readily adjust their operations to meet customers’ needs.

Our first KPMG China Customer Experience Excellence report focuses on mainland China and Hong Kong customers to find out what they value most when interacting with brands, and understand what other factors are important for organisations to successfully deliver a market-leading customer experience.

Key highlights

As leading organisations shift towards customer-centric business models and adopt customer-focused strategies, customer experience has become an important marker of a brand’s success. Delivering exceptional customer experience has been shown to drive brand loyalty and brand advocacy, which in turn, drive revenue and growth.

Below are the key themes of the report:

key highlights of connected customer experience

The Six Pillars of customer experience excellence

The brands that triumph in our study are experts of The Six Pillars of customer experience excellence, which serve as the backbone of an exceptional customer experience. These six discrete, fundamental components of an ideal experience are: Personalisation, Integrity, Expectations, Resolution, Time and Effort, and Empathy.

Read the report for a more comprehensive view of what successful customer experience looks like, and how brands in mainland China and Hong Kong can benefit.

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