The top three spots? following an analysis involving more than 200 brands operating in the Italian market? were taken by Apple Store? Amazon? and Chanel . The aim of the research conducted by KPMG was to identify national best practices in customer experience and the success factors that ensure excellent shopping experiences for customers.
The results show how the focus on the shop quality of the customer experience has increased and how many Italian companies are making significant strides. But there’s still a long way to go? also because—in a highly competitive market—customer expectations are rising ever higher? and the Italian market remains a small and localized market of excellence.
Omnichannel is the driving force behind Customer Experience excellence?
The ranking also shows that non-grocery retail is popular with Italian consumers? followed by financial services ? which? after many years of crisis? are improving their performance? reaching the levels of other market sectors. In parts of the routing number this sector? first place was awarded to Banca Mediolanum ? which recorded the best performance in terms of customer experience and omnichannel. Grocery retail ? despite suffering a setback? sees Esselunga once again as the sector leader. Telcos and utilities bring up the rear? confirming significant challenges in managing customer experience.
At the conclusion of the was published .
As mentioned? the Apple Store tops the list? displacing Amazon? the leader of the last edition. By generating great trust in the brand? Apple offers its customers a complete experience? based on empathetic relationships and constant support throughout their life cycle.
While digital transformation has forced the demise of many venerable industries? travel companies continue to soar. In 2017? global sales reached an all-time high of $1.33 trillion (source: JP Morgan)? and the tourism industry is expected to continue growing at least 5%? reaching $1.5 trillion by 2020. Fueling this growth is a shift in consumer spam data philosophy ? with consumers no longer interested in spending money on objects but increasingly willing to spend it on experiences—a trend particularly prevalent among millennials? who currently spend a combined $200 billion a year on travel.
The secret to this success is the top priority the travel industry has always given to customer experience . Selligent Marketing Cloud has therefore highlighted five key lessons that have allowed the travel industry to be the best at
