Here's a slightly different travelogue on Luxembourg: this
summer, my colleagues and I travelled the country from east to
west, from north to south, through tropical temperatures, in order
to meet the customer champions identified by our KPMG Customer Experience Excellence Study
2018. Founders, CEOs, CMOs, CHROs, CXOs, and COOs of
international and local brands opened their doors to us, and in
their air-conditioned offices and shops we discussed the survey
results, their reactions, and their newest customer strategies and
projects.
In talking to these professionals—who represented family
businesses and state-owned companies, banks and insurers, retailers
and more—a couple of characteristics began to crystallise.
Across industry, size, and maturity, companies that succeed in
being customer-centric are doing it in much the same way.
