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Are you keeping your customers satisfied?

No matter what industry you operate in or the size of your organisation, there is one fact that holds true: the customer is central to every enterprise. Whether you offer products or services, at high or low value, to businesses or to consumers, your organisation depends on its customers. However, today’s customers are smarter and more demanding than ever before, and it is increasingly difficult to create valuable customer relationships. 

Customers are again top of mind for executives and shareholders. We can help you improve the value of your customer relationships through the design and delivery of customer-focused change:

  • Customer strategy
  • Channel and customer operations design
  • Customer program design and delivery
  • CRM and customer technologies
  • Customer-focussed people programmes.

Digital Disruption - Lead Partner of Innovation, Grant Frear, talks to Duncan Shand about listening to your customers


More Latest research

  • Analytics in Retail
    The retail sector has seen considerable change in this uncertain economy. Highly informed and more demanding customers are challenging retailers to consider new ways of tapping into their data to answer the “crunchy questions” that can hold the key to improving performance. As the questions become more complicated to answer, retailers require in-depth insights to effectively manage and forecast future performance.
  • The Rewired Customer: Ready. Set. Change. Repeat.
    How can companies shape and sense consumers’ rapidly evolving modes of engagement—with retailers and with each other—to support future growth?
  • A race to the bottom: How to survive in the new retail environment
    If retailers are to win in the marketplace over the next five to 10 years, they should determine the primary basis on which they will compete. Explore several practical steps that retailers can take now to begin this journey.
  • Global Powers of Retailing 2013: Retail beyond
    As consumers seek an integrated shopping experience across channels – and in some cases across geographies – retailers are being put to the test. How can they find a path to success that not only addresses the needs of their customers today, but is also flexible enough to continually evolve with rapidly evolving customer interest and expectations?
  • Connect the dots
    How can business leaders avoid the mistake of taking an overly surgical approach to pricing, acknowledge and understand interdependencies and generate more value from their pricing efforts?
  • Sizing the prize - The power of pricing
    In this article, you will find selected results of this study—along with our thoughts on what they mean for companies looking to get the most from their efforts in the area of pricing.
  • The Dawn of Mobile Influence: Discovering the value of mobile in retail
    Today’s retail executives are grappling with a highly disruptive and rapidly shifting business environment. Many retailers are struggling to drive incremental growth, and some don’t have enough capital to fund all of the initiatives they want to pursue. Meanwhile, customer behaviors are changing profoundly—particularly due to the ways that technology is now being used as part of the shopping process.
  • Pricing from ahead
    Access to information through digital technology has changed the tide in retail. Learn how pricing from ahead can help retailers win in the age of the connected consumer.
  • The Next Evolution: Store 3.0™ An executive perspective on retailer readiness for tomorrow’s store
    Traditional retailers are finding it harder to keep pace with evolving consumer attitudes and expectations — and may not have time to catch up. They have come to a crossroads where they need to rethink how they can transform their stores, strategies, and operating models into a store of tomorrow — a Store 3.0™ — to attract the loyalty and larger share of wallet of customers.
  • Transforming Retail How to improve performance with mobile and digital innovations
    Innovations in mobile and digital technologies are moving at a pace that is leaving a trail of disruption in their wake. Some retailers that are able to harness the force of change wrought by mobile innovations will thrive; the rest may be left behind. The store of the future may provide a radically different shopping experience, weaving mobile and digital technologies in their marketing, store design, in-store customer experience and promotions.

Dig deeper

  • Customer Analytics
    The three-minute guide
  • I have not yet begun to shop … or have I?
    Smarter phones, smarter shoppers and strategies for a new consumer perspective.
  • The changing face of retail: The store of the future
    The retail industry has reached a tipping point.
  • Choosing Fewer Channels
    Public service channel options in an age of austerity
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