Consumers and business customers are loyal for different reasons
Problem-solving will distinguish outperformers in B2B financial services, but understanding the unique needs of consumers and business customers is crucial. While consumers seek empathy and personalization, business customers prioritize problem resolution and meeting changing expectations.
In this report, we delve into the key drivers of customer experience in B2B financial services. Discover the risks and opportunities involved in maintaining customer loyalty and gain valuable insights that can give your business an edge in the competitive financial services industry.
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Problem-solving will distinguish outperformers in B2B financial services
Download PDFSteps you can take to establish a standout ESG M&A due diligence program:
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KPMG can help you modernize the way you acquire, retain, and grow customer relationships. Combining market-leading industry experience with functional acumen and technical know-how, we can help you deliver greater return from your customer-focused investments.
Customer experience excellence: The one thing to get right in b2b
Our CX webinar explores lessons from leaders at American Express, Capital One and Morgan Stanley as KPMG shares insights from our latest financial services business-to-business (b2b) experience excellence research.
The great balancing act
Create differentiated CX with human and AI interactions. Read the 2023 US Customer Experience Excellence Report.
Customer First: Real Insights
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