FEAR & GREED | Business News Interview: The staggering value of nailing good customer service
May 22, 2025
Carmen Bekker, Partner-in-Charge of KPMG Customer Advisory, specializes in customer experience and satisfaction. She reveals how companies like Mecca and Bunnings have mastered the art of customer service, leading to remarkable revenue gains. The conversation covers the shift in telecommunications and utilities towards tech-driven customer experiences. Carmen also highlights essential pillars of loyalty, including trust and personalization, and discusses innovative retail strategies, AI integration, and the impact of empathy on creating lasting customer relationships.
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Customer Experience Boosts Revenue
- A great customer experience defines how a company attracts and retains customers.
- Firms focusing on customer experience can double their revenue returns, as shown by research.
Mecca’s Loyalty and Seamless Service
- Mecca excels with a loyalty program called Beauty Loop and seamless customer interactions.
- Their integrated technology creates a smooth experience across online, app, and physical store.
Bunnings’ Staff and Digital Help
- Bunnings hires knowledgeable staff like ex-painters and tradies to assist customers effectively.
- They combine in-store help with digital DIY videos and aisle navigators to enhance customer confidence.