The better the question. The better the answer. The better the world works. У вас есть вопрос? У нас есть ответ. Решая сложные задачи бизнеса, мы улучшаем мир. У вас є запитання? У нас є відповідь. Вирішуючи складні завдання бізнесу, ми змінюємо світ на краще. Meilleure la question, meilleure la réponse. Pour un monde meilleur. 問題越好。答案越好。商業世界越美好。 问题越好。答案越好。商业世界越美好。

How do you turn fickle customers into loyal ambassadors?

Customer

Everywhere you look, technology is transforming customer experiences and expectations, and it's happening faster all the time. In this fast-paced digital world, you need to revolutionise your customer strategy.

More than new technology, you need a completely new mode of thinking that puts customer trust at the center of the entire organisation, enabling you to create customer relationships that lead to unwavering loyalty and sustainable profits.

Our diverse teams, combined with our global connectivity and understanding of your industry issues, inspire us to ask better questions. We then work with you to come up with innovative answers that create experiences with the transparency,authenticity and integrity that really set you apart from the competition.

Together, we can help you build trusted relationships that enable you to deliver better outcomes and sustainable growth.


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How much would you bet on a great customer experience?

We helped a leading automotive company work better by helping it to build trust with customers around the use of its online auction process, allowing it to move to the next level in the competitive landscape.

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How do you make sure your customers remember you?

We helped a global manufacturer work better by helping it to maintain its market-leading position through the design of a premium dealership experience, commensurate with the luxury products it produces.

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How do you put the customer at the center of your operating model?

We helped a leading publishing and education company work better by helping it to transform to a customer-centric operating model that is driven by customer needs rather than conflicting internal interests.

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How do you make a happier patient?

We helped a medical center work better by helping to make the patient experience more “customer-centric” via customer insight analysis, health digital content development and distribution, and hospital restructuring.

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Can a sense of purpose bring bathers to the beach?

We helped an island government work better by helping it revive its primary source of revenue: tourism. We assisted in defining purpose-centric strategies for sales and marketing, communications, partnerships and digital.

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  • Why we exist

    At EY, our purpose is to build a better working world for our clients, our people and our communities. We strive to help create a legacy of improved business performance, confidence and trust.

  • How we do it

    We team globally to create innovative answers for our clients. The unique collaboration between EY consultants and our clients results in better working businesses.

    At the heart of our approach is helping you create a differentiated customer experience. We work with you to engineer better experiences directly with customers to generate more loyalty and engagement.

    We use analytics to learn more about them and their expectations, and we use technology to meet those expectations in every interaction.

  • What we do

    We solve big, complex issues and capitalise on opportunities to help deliver better working outcomes that grow, optimise and protect our clients’ business now and in the future.

    The world of marketing, sales, experience and service is dominated by change. Digital technologies open up more ways for customers to communicate with you and each other, and they have higher expectations of service — and of your organisation'svalues.

    We believe that in today’s world of the always-on, ever connected, highly demanding consumer, a successful company's competitive advantage is more than just a product, price or feature. It’s a trusted relationship — one that’s difficult for competitors to copy and impossible to steal.

    We deploy a rigorous, fact-based methodology that analyses the interactions and transactions that make up the DNA of an individual customer experience. We help you listen and respond better to your customers on every channel and seize the opportunity in every interaction.

    We can help you transition towards a customer-centric business model by treating every customer as an individual with unique wants, needs, dreams and goals. And we can help you create an integrated customer experience across all channels,involving the whole organisation.

    Overall, we can work with you to give your customer a consistent experience in every interaction so you can build a brand and relationship based entirely on trust.

Build customer value?
Stay ahead of the competition?

We believe that trusted relationships are the foundation of successful organizations and that successful organizations change the world.

We help companies build trusted relationships with those that matter most — customers, employees, partners and shareholders: one experience, one interaction, one insight at a time.

  • Trusted organization
    When trusted relationships are more plentiful than any other kind
  • Trusted customer relationships
    Earned over time by consistent interactions infused with integrity authenticity
  • Consistent customer experiences
    Each experience creates value by meeting or exceeding customer expectations
  • Optimized customer interactions
    Every interaction is a chance to build trust

Creating a trusted organisation requires companies to meet the fast changing and constantly evolving landscape of marketing, sales, experience and service.

How we help companies perform

Marketing strategy and effectiveness:

Marketing

Management of price, promotion, place and product of company offerings

  • Product and pricing strategy
  • Marketing mix optimization (across digital and social channels)
  • Customer, channel and product economics
  • Market strategy innovation

Service strategy and effectiveness:

Service

Managing all of the functions that exist to serve and support customers

  • Multichannel service transformation
  • Self-service enablement (across digital, mobile and social channels)
  • Technology selection and enablement

Sales strategy and effectiveness:

Sales

Management of sales process, people, technology and strategy

  • Sales force and sales channel effectiveness
  • Transformation of digital sales channels including lead to order
  • Sales integration and coverage alignment
  • CRM strategy and technology road maps

Experience strategy and effectiveness:

Experience

Managing the experience of customers as they interact with companies

  • Outside-in experience design based on the voice of the customer
  • Inside-out design of the capabilities, culture and change management to deliver these experiences
  • Desired business results and outcomes

When your customers are empowered, how do you win their trust?

EY is helping to lead a trust revolution. Our comprehensive offerings can help you address big, complex issues for better working outcomes and make you a more trusted organization.

We combine our best methodologies, experience and innovative thinking to help you meet the needs of your modern consumer.

Customer offerings

Experience-led transformation
We design cutting-edge customer experiences with an “outside in” customer centric perspective.

Customer technology transformation
We apply key technology trends to develop an effective roadmap aligned to business priorities.

Customer strategy and operating model design
We create executable strategies to initiate, grow and sustain profitable relationships with consumer and business customers.

Customer insight and analytics
We can capture insights and create strategies for attracting, engaging and retaining profitable customers.

Pricing strategy and profit optimisation
We can assist you to optimize your profitability by building, implementing, and sustaining advanced capabilities in pricing strategy, analytics, and price-setting.

Omni-channel strategy
We synchronize customer channels with the intent of presenting a consistent experience reflective of your brand, along with one consistent way of doing business.

“Customer inside” sector offerings

Purpose-led transformation
We can work with you to help develop a Purpose Platform™ — a statement of why a company exists and what it believes in — to simultaneously help galvanize and inspire stakeholders and catalyze a transformation of a company's culture, operations and experiences.

Power & Utilities Customer Information Systems
We can assist you to transform end-to-end Billing & CIS systems from strategy definition, business impact, IT implementation through to BAU-transition.

Consumer products — commercial transformation
We can help reignite growth and improve commercial performance balancing your top and bottom lines.

Global business services
We can support you in building out captive Shared Service Centers across all functions.

Life sciences — Commercial Analytics Suite (CASE™)
We can help you drive tangible ROI through advanced, actionable insights using CASE™, our end-to-end life sciences commercial analytics suite.

Media & Entertainment Digital transformation
We can transform linear media to digital across content, advertising and customer.

Who we are

We are a diverse team of consultants and industry professionals with a global mindset and a collaborative culture.

We have years of experience in helping businesses of all sizes to navigate the shift to serving an increasingly informed and digitally empowered customer.

We understand your issues and are driven to ask better questions in the pursuit of making our clients' businesses work better.

Questions like:

  • Who is going to disrupt your industry?
  • How do you re-imagine the complete customer experience to stay ahead of the competition?
  • Are you capable of turning every touch point into a trust-building opportunity?
  • Is your customer experience consistent across all your channels?
  • How do you shift from competing over product and price to building trusted relationships?
  • How can you turn your customers into loyal, passionate advocates?

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