Companies delivering high quality CX achieve 54% higher revenue growth than those who provide a lower standard of service, according to KPMG
The Global Customer Experience Excellence report surveyed just over 54,000 customers across 14 markets to identify the brands customers consider to provide the best experience in 13 countries.
Companies were also ranked across six pillars of customer experience which included personalisation, integrity, expectations, resolution, time and effort, and empathy.
The report revealed the leading CX brand from each company, which revealed B2C brands were overall the most popular in most countries, but financial services, such as MAIF, KLP and Topdanmark, Navy Federal Credit Union, and Alipay topped five countries’ rankings.
David Conway, director at KPMG Nunwood, said: “Great customer experience significantly fuels growth and underpins strong performance. Brands that know the most about their customers and use that insight to deliver truly exceptional customer experiences are outperforming those that do not. This isn’t just about driving return business – it’s also about making smart investments that reduce friction in the customer journey which not only improves the overall customer experience but also reduces the costs – a winning combination.”
Leading companies by countries
UK: QVC
US: Navy Federal Credit Union
China: Alipay
France: MAIF
Australia: Singapore Airlines
Denmark: Topdanmark
India: Taj Hotels, Resorts and Palaces
Italy: Apple Store
Luxembourg: Ernster
Mexico: Marriott
New Zealand: Farmlands Co-operative
Norway: KLP
UAE: Emirates Airlines
*B2B companies in bold
