Best of the Back Catalogue | The Truth About Customer Loyalty with KPMG (#762)

AI platforms are changing how customers discover brands.

Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.

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We’re revisiting one of our standout conversations from the archives in this Best of the Back Catalogue episode. Originally released in November 2019, this discussion features insights from KPMG, one of the world’s leading professional services firms and part of the “Big Four,” with operations in over 150 countries.

In this episode, we explore KPMG’s advisory work in customer experience and loyalty, along with key findings from its global research report, “The Truth about Customer Loyalty”. The report uncovers what truly drives consumers to return to brands, challenging conventional thinking around loyalty and engagement.

We also revisit an in-depth interview with Selim Tanfous, Former Associate Director at KPMG Lower Gulf, who breaks down the findings of the report and shares expert perspectives on how businesses can build stronger, more lasting customer relationships.

A timeless conversation that remains highly relevant for anyone interested in customer experience, loyalty, and brand strategy.

Show Notes:

1) Selim Tanfous

2)The Truth About Customer Loyalty - 2019 edition

3)Customer Experience Report 2019 edition.

4)Me, My Life, My Wallet (2018 KPMG Loyalty Research Report)

Other Loyalty Resources:

5)Loyalty 360 - The Association for Customer Loyalty

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