With the acceleration of digital channels, customers today interact with brands in a very different way. In this new reality, marketeers need sophisticated techniques to acquire and retain customers.

In the wake of the COVID-19 pandemic, new habits, behaviours and expectations define the New Customer. To win over this customer, marketing teams must adapt to an increasingly complex environment. This will force them to modernise like never before.

However, they will also be under relentless pressure to do more with less and deliver the best returns. To drive growth, marketeers will have to rapidly understand their changed customer. They will also have to become capable of influencing purchasing behaviour and decisions.

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How we can help

Modernising your marketing function

Achieving marketing effectiveness requires investment in capabilities, processes and talent. We help you assess marketing maturity in your organisation to identify required capabilities. Our goal is to create agile teams for a culture aligned to sales and service operations.

Marketing and planning strategy

We help create customer-centric positions that can deliver both short-term impact and long-term brand building. We use advanced analytics, market research and performance metrics to give you a full understanding of your customers, as well as overall market dynamics. With The Six Pillar experience excellence framework, we also ensure effectiveness throughout the customer experience.

Channel strategy and messaging guidelines

We take an ‘outside in’ and ‘inside out’ approach to ensure a continuous experience for your customers. We do so by unifying channels with messages and helping you set clear objectives that shape key performance metrics.

Proving the value of brand activation and investment

In these times of crises, we help you show the value creation from investing in the brand. This can assist you to make a clear case for brand investment. Using insight, analytics, performance and economic data, we look at possible sales conversions to justify spend.

Media buying and value chain audit

Many agencies leave significant value on the table as a result of a lack of trust and a changing media landscape. We help you take back ownership of your media programmes. We advise you on achieving cost savings and redirecting them to high-growth opportunities.

Talk to our expert

Tim is deputy head of KPMG’s Customer Practice, focused on helping clients grow faster and more effectively. We do this by helping deliver the best customer, digital and employee experiences. The practice’s work spans customer analytics, experience design and technology, focused on sales, service and marketing transformation. Tim is also accountable for KPMG Nunwood, our customer experience insights business. 

Tim has 20 years’ experience running customer experience, strategy, insight and analytics programmes around the world. He has helped clients to achieve stronger business results by helping them to better understand and design their organisations around the customer. His focus is to help clients put in place more advanced growth strategies that can help to remove cost more effectively or maximise the rate of customer acquisition and/or retention. 

Tim has worked across sectors, with clients spanning major utilities to high-tech and financial services. He has run offices in New York, Los Angeles, Sydney and London. 

Tim also runs KPMG’s global Customer Excellence Centre, which analyses the performance of over 3,000 brands, through the lens of customers, employees and economic results. This think tank decodes the essential components of customer and employee best practice – The Six Pillars – and helps clients apply them rapidly to their business to create growth.