Question
PwC's statement "loyalty and customer relationships are built around everything that customers see and everything they don't" means that customer loyalty and relationships are influenced not only by the visible aspects of a business, such as products, services, and customer service, but also by the unseen aspects. These unseen aspects could include the company's values, its commitment to quality, its internal processes, and how it treats its employees. All these factors contribute to the overall customer experience, which in turn influences customer loyalty and relationships.
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The case study follows the standard structure: Situation, Solution, Results, but also includes the sections that were likely mentioned in the consulting proposal, such as Expertise and Technology used, that made the difference for winning the pitch. To prove its Expertise, PwC unveiled the secret ingredient for loyalty. "Loyalty and customer relationships are built around everything that customers see and everything they don't. A cross-functional design session brought everyone to the table to imagine a new experience, and what it would mean for everyone who interacted with it," PwC shares.
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