Episode 50

#50: KPMG Customer Research - Connecting with The New Customer

Published on: 27th August, 2020

As customers respond to our dramatically different world, trust is becoming an essential ingredient in business, not just to ensure customer loyalty, but to ensure business survival.

In its fascinating reports on the "New Customer", KPMG reveal some dramatic findings - for example, 91% of customers do NOT want to return to the pre-Covid world. 

Listen to this episode of Let's Talk Loyalty, as Nathan Beaver, Partner at KPMG UK, shares the latest insights on the "integrity economy", and how consumer behaviour is evolving, as well as the principles that loyalty programme managers need to keep in mind to connect with, and keep their most valuable customers.   

Show Notes: 

1) Customer Connections in Uncertain Times

2) Meet Your New Customer. The UK Customer Experience Excellence report 2020

3) Customer Connections: Competing in the New Reality 


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About the Podcast

Let's Talk Loyalty
“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.

If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.

Check out our website on: http://www.letstalkloyalty.com/

About your host

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Paula Thomas

Paula Thomas is the Founder and CEO of Let’s Talk Loyalty and Loyalty TV

Paula Thomas is an award-winning podcaster who founded the “Let’s Talk Loyalty” podcast and business in 2019, and Loyalty TV in 2023.

She has over twenty-five years blue-chip marketing experience, including almost a decade leading consumer loyalty programmes in multiple sectors including telecommunications, the energy sector, banking and airline loyalty programmes.

She is from Ireland and lives in Dubai.

Paula is a former judge for the “International Loyalty Awards”, and the author of the book “Driving Loyalty in Convenience Retail”.

She holds an Executive MBA from Smurfit Business College, one of Ireland’s top universities, and is a “Certified Loyalty Marketing Professional”.