Customer

How do we help our clients

Differentiating, brand-defining customer experiences. Higher levels of satisfaction and loyalty. Lower customer churn and acquisition costs. Expanded market share. Sustainable revenue growth... Understanding customers' wants and needs points the way toward competitive advantage.

 

 

Service offerings

Closed-loop marketing

Ensuring your business's marketing is integrated with sales, service and operations in a way that leads to measurable business results

 

Solutions include

  • Brand effectiveness
  • Loyalty and retention
  • Marketing effectiveness
  • Marketing operations transformation
  • Media/trade spend effectiveness
  • Sales and marketing measurement

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Customer-centered strategy

Building bold go-to-market and channel strategies that engage the marketplace while taking your business to the next level

 

Solutions include

  • Channel strategy
  • Customer-centric operating model
  • Customer segmentation
  • Go-to-market strategy
  • Market and growth strategy
  • Partner and alliance strategy
  • Place/space convergence strategy
  • Post-merger integration
  • Upsell/cross-sell strategy

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Innovative products

Developing new products and services that break new ground for your business while reinforcing the qualities and principles upon which your brand is built

 

Solutions include

  • Complexity reduction
  • Ecosystem and partner management
  • Idea management
  • Portfolio management
  • Product/service definition, development and release
  • Product/service life cycle excellence
  • Products-to-solutions expansion

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Next-generation sales

Exploring ways to move beyond traditional models where the sales process becomes highly consultative and more aligned with customer needs

 

Solutions include

  • Channel compliance
  • Sales effectiveness
  • Sales operations management

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Pricing and profitability

Developing pricing and profitability solutions that respond to the marketplace while growing your bottom-line results

 

Solutions include

  • Customer, product and channel profitability
  • Pricing management
  • Pricing operations and systems
  • Pricing strategy
  • Tactical pricing/offers

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Progressive service

Creating a service culture and infrastructure that progressively builds on past successes to reach new, never-before-realized levels of excellence—often transforming service from a cost center to its own revenue-generating business

 

Solutions include

  • Offer development
  • Operations improvement (contact center, financial services, service support, order to cash, infrastructure, IT)
  • Self-service
  • Service strategy

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PwC’s experience radar

PwC’s Experience Radar helps businesses win in the marketplace by delivering a customer experience that attracts new profitable customers, keeps the customers you have, and expands your margins. 

 

Experience enhancers

Measures those market insights that - when translated into practical actions—can create value for your customers.

 

Experience segments

Measures those customers that appear once survey respondents are categorized together by the features they value, their demographics, and behavioural profiles.

Do you know the five core attributes of the Retail Banking customer experience?

Growth is about delivering the right experience, to the right customers, at the right time.


What makes Experience Radar different?

The methodology employs an advanced conjoint survey technique to reveal insights that can be honed to precision. It measures multiple dimensions of experience - mirroring actual customer behavior - and tying it all back to real business metrics. It helps you locate elements critical to pleasing customers and growing business. 

 

What does it measure?

Experience Radar can focus on different experience attributes for different industries, but there are common attributes we typically measure (on right). The broad industry-focused Experience Radars can be customized to provide a closer-up view of your company's customers.

PwC releases several industry-focused insight reports each year using our broad base of survey data. However, Experience Radar can also be customized to your organization to focus in on the experience accelerators unique to your business and customers

Contact us

Scott Likens
New Services and Emerging Technologies Leader, US, China and Japan, PwC Consulting
Tel: +[852] 2289 6300
Email

Harry Qin
Partner
Tel: +[86] (10) 6533 5356
Email

Adam Xu
Partner
Tel: +[86] (21) 2323 5600
Email

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