Customer Loyalty & Private Label Products

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KPMG Global Consumer Markets

Foreword
Retailers are facing increasing pressure from all fronts. The competition is getting tougher, customers are more discerning and demanding, and the traditional barriers between products and services are disappearing. On top of this, the phenomenal growth of e-commerce is increasing customers’ expectations for more competitive prices and 24-hour service. To keep ahead, retailers need an increasing range and depth of expertise in customer management. KPMG’s Global Consumer Markets group, in partnership with the Oxford Institute of Retail Management (OXIRM) has undertaken research across Europe into retail trends and the impact of customer loyalty. There have been many recent developments in loyalty schemes, with varying degrees of success. The loyalty of customers, who can switch freely between retailers, has been influenced by several factors including: s advances in technology – magnetic/chip cards, card scanners, falling KPMG is one of the world’s leading professional service organisations, with over 103,000 staff in 159 countries. We have a deep industry orientation, focused on anticipating and meeting our clients’ needs. KPMG brings lasting and measurable benefits to our clients through the delivery of integrated solutions that combine business strategy, industryfocused people, the latest processes and technology. OXIRM links sound academic scholarship to the practical needs of retail and related service companies. OXIRM is a leading centre for retail management education, with an active programme of high quality applied research, based at Templeton College, the graduate College of business at the University of Oxford.

data processing costs – enabling millions of daily purchases to be analysed, tracked and rewarded; s decline in store numbers and the accompanying