customer experience - pwc · customer experience (cx) is the aggregate impact of every interaction...
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Customer Experience
www.pwc.com/mt
Better engage your customers
Customer Experience (CX) is the aggregate impact of every interaction a customer has with a company’s product, service, solutions, and brand messaging.
Times have changed. To remain relevant in today’s market, organisations need a better understanding of their customers and they must rethink their traditional business models. It is no longer enough to provide an excellent and well-delivered product, accompanied by good customer service.
To gain competitive advantage, customer needs must be fulfilled, even anticipated, at each stage of the customer journey and beyond.
PwC 2
“How organisations deliver for customers is beginning to be as important as what they deliver.”
The rapid evolution of personal technology
has created consumer thirst for innovative
new services and products.
Brings an innovation appetite
Customers expect to be able to find reviews
and give feedback, have their views taken
into account and collaborate with their
favourite brands.
Wants to participate
Customers are better informed than
ever, which means they make smarter decisions that lead to better personal
outcomes.
Can make smarter decisions
Customers compare experiences across
industries and come to expect optimal
convenience whether in banking, retail or government services.
Expects a connected experience
Today’s customer…
Higher revenuesDriven by customer retention, greater wallet share, increase in up-selling and cross selling and positive word of mouth.
Lower expensesResult of reduced acquisition costs, fewer complaints, greater efficiency and the less intense service requirements of satisfied, loyal customers.
Even companies that have long been adept at delivering satisfying customer experiences across multiple dimensions and are under pressure to up their game.We can help our clients write the story they want people to tell about them and then bring it to life in a way that enhances their brand and creates sustainable economic value.
Customer strategy & Experience Design
Improving your Customer Experience
Customer Experience 3
Did you know?
Source: MCA
of Maltese internet users have become digital buyers.
“Catching up is the first step.”
Did you know?On average, loyal customers are worth up to
as much as their first purchase!
Source: White House Office of Consumer Affair
Customer Analysis
Pricing & Profitability
Service & Engagement
Marketing & Sales
© 2017 PricewaterhouseCoopers. All rights reserved. In this document, “PwC” refers to PricewaterhouseCoopers which is a member firm of PricewaterhouseCoopers International Limited, each member firm of which is a separate legal entity.
www.pwc.com/mt
Michel Ganado
(356) 2564 [email protected]
Justine Benoit
(356) 2564 [email protected]
Contacts
PwC
78, Mill Street, Qormi, QRM3101. MaltaT: +356 2124 7000
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