Customer experience as a competitive advantage
Customer expectations have changed faster than most organisations have been able to adapt. For 80% of consumers speed, convenience, knowledgeable help and friendly service are the most important elements of a positive customer experience, and 73% say customer experience is an important factor in their purchasing decisions.
Global Consumer Insights Survey 2019 - Introducing 'Return
Welcome to the experience age
On-demand, 24x7, personalized, self-service and device agnostic service delivery is the new norm - no longer a nice-to-have. Designing frictionless, human centered services will amplify your brand in the ‘experience age’. Moreover, consumers say they are willing to pay a 16% price premium for a good customer experience - with increased loyalty as a bonus on top of that.
Our experience consultants can support you with engaging consumers and deliver end-to-end experiences that help to grow your business:
- Customer insights, and experience strategy;
- Design and accelerated digital delivery;
- Service design, service innovation, and new business models;
- Measurement, analytics and optimisation of consumer service.
Retail Clienteling Solution
PwC’s Retail Clienteling Solution, powered by Salesforce, is a cloud-based platform that helps retailers deliver a differentiated, personalized, and seamless experience to their customer.
Benefits
- Deliver a consistent brand experience by creating an enterprise view of the customer based on transaction history
- Enables associates to create virtual “fitting rooms” and “look books” of preferred styles, wish lists, or top selling products
- Delivers a seamless experience for customers and associates with omni-channel appointment scheduling
- Connects front-office and back office solutions to produce advanced real-time analytics to help unify interactions across channels
- Alleviates training demands and resource intensive onboarding with streamlined processes for user experience and intuitive design
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