The annual report "Consumer Preferences in Client Experience 2025", published by KPMG, confirms that brands offering the best consumer experience have a greater chance of thriving and excelling in the market in the coming years.
According to the report, 89% of respondents assert that having a positive experience interacting with a brand is a defining factor in making decisions to purchase goods or services. This underscores the importance of paying attention to the needs and expectations of clients to establish quality relationships.
One of the key takeaways from the report is the necessity to transition from traditional sales strategies to creating personalized client interactions. This allows brands not only to enhance their reputation but also to strengthen customer loyalty.
As noted by the head of KPMG's research department, "Brands actively working on improving customer experience can expect to increase their market share and establish long-term relationships with clients."
According to experts, in the near future, brands focused on client needs and offering personalized solutions will be successful in the market, attracting new clients and retaining existing ones.
