So, what do B2B firms need to do to deliver a differentiated customer experience? In examining the customer experience of over 500 B2B brands, we identified the six pillars behind B2B customer ...

All customer service pillars involve some degree of respect. They all aim at one single idea: to give the customer the best experience possible ... wanted to wait six hours for an answer to ...

Customer-centric thinking rewrites the old rules about where value originates from. Global Customer Advisory Practice Lead, KPMG LLP “At KPMG we have the 6 pillars of customer experience.