Customer - Ernst & Young - Australia

Performance Improvement: Customer

It’s essential for businesses to effectively define, identify and manage their most valuable customers in order to increase operational efficiency and enhance performance. Our Customer professionals work with you to build and deploy robust operating models to capture a leading share of value in competitive markets. They help organisations interact effectively with customers through their marketing, sales, merchandising and customer service functions. In addition, they advise on customer acquisition and retention strategies and customer service operations to support ongoing success.

Our areas of focus include the following services:

• Customer process efficiency — assists organisations in identifying and designing services that can help improve core processes and sub-processes within a targeted Customer area.

• Customer rapid assessment — assesses an organisation’s customer-facing function and identifies areas for measurable improvement in value, effectiveness, efficiency and quality of services delivered.

• Customer transformation — a full scale operational and organisational transformation across the client’s customer function.

 

Retail banking across Asia Pacific. Pursuing customer loyalty

This research reveals important insights about the mindset of banking customers across Asia Pacific (pdf, 1.4mb).  It also highlights the similarities and the differences in customer behaviour across the region and identifies clear opportunities for banks to build increased advocacy and loyalty with their customers.

  

General insurance across Asia Pacific. Pursuing customer loyalty

The research reveals important insights about the mindset of insurance customers across Asia Pacific (pdf, 1.6mb). It also highlights the similarities and the differences in customer behaviour across the region and identifies clear opportunities for insurers to build increased advocacy and loyalty with their customers.

Cutting costs not customers

The difficult conditions over the past twelve months have forced many businesses to improve performance by reducing costs. We believe that by focusing on addressing five critical questions, leaders can improve the loyalty of their core customers and reduce their costs (pdf, 236.7kb).