Customers

Customers
Winning in the digital age
How we can help

Develop a global growth strategy

We can help you develop new market-oriented growth strategies tailored to your business’s strengths, needs and ambitions - strategies that are specifically geared to the varying dynamics of different markets.

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Navigate the complexity of globalisation

We can help to identify the right priorities to deploy across business units, functions and respective geographies - and successfully deliver these priorities in key markets.

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Enter new markets

We can help you assess the attractiveness of new Growth Markets, identify the right customers and evaluate what products or services to take to market at the correct price.

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Make sense of regulation

We can help you manage different local regulations, when you enter new markets, as well as identifying and controlling future regulatory risks.

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Grow and innovate

From building Innovation Incubators to global R&D centres to product lifecycle management systems, we can help you develop new innovative businesses, products and services that enable sustained, consistent results.

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Navigate the tax policy landscape

We can help you understand and comply with your fiscal and regulatory tax obligations, resolve challenges and maximise value over time on the basis of full disclosure.

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Getting and keeping customers

Demographic and technological changes are causing massive economic shifts, both between and within countries – and thus equally momentous swings in consumption.

The world is getting wealthier: the number of middle-class consumers is projected to rise dramatically over the next 15 years, especially in Asia. That’s creating all sorts of new opportunities, particularly for companies in the sectors on which richer consumers typically spend their money.

But the customer base is fragmenting. The gap between the rich and poor is widening; urbanisation is exacerbating the rural-urban divide; and the structure of the household is evolving as the nuclear family gives way to a much wider variety of family types.

The competition is simultaneously increasing as emerging-market companies fight for the same consumers that mature-market companies are targeting. Technology has also lowered the barriers to entry in many industries, and some of the most disruptive new players could come from completely unexpected quarters.

What does this mean for your business?

The most successful businesses are tackling these challenges in several ways. They’re pursuing new market opportunities in new territories. They’re also creating customised products and services for clearly defined demographic segments – and some of them recognise that chasing wealth isn’t the only route to growth.

Collectively, the billions of people at the base of the pyramid possess immense buying power, so focusing on underserved populations can be as profitable as it’s socially desirable. But serving these new consumers entails adopting fundamentally different manufacturing, marketing and selling techniques.

Some companies are also tapping into the shared economy. Technology has provided the tools with which to measure – and monetise – spare capacity accurately and easily. And in a connected world, customers don’t have to own a product or service to enjoy it.

 
 

View our latest Customers research and insights

 

Africa rising

With Africa rising at an unprecedented rate, what opportunities and challenges do companies face as they invest in the region?

Dec, 2014

 
 

The Sharing Company

Behind the hype of peer-to-peer economics is a quiet B2B revolution.

Oct 28, 2014

 
 

Insurance 2020: The digital prize – Taking customer connection to a new level

Non-life insurers are being left behind by the rapid changes in customer expectations. How can digital innovation help them to engage more closely with customers?

June 30, 2014

 
 

Spotlight on the customer: PwC

Technology-led disruption and shifting demographics are giving rise to a new customer and forcing businesses to rethink their marketing strategies.

May 9, 2014

 
 

Resilience: Global CEO Survey: Technology, Talent and Consumer Strategies: PwC

Will the global growth CEOs foresee translate to their companies? The key may be in how resilient their practices are, from innovation to talent to consumer strategies.

May 9, 2014

 
 

Innovative city strategies for delivering sustainable competitiveness

This PwC study asks: How are different cities worldwide fostering sustainable competitiveness ─ a city’s ability to keep balanced growth and development over time while fostering social cohesion and environmental quality?

April 30, 2014

 
 

R & C Trendwatch: Telecommunications and data privacy policies will drive opportunities in online retailing

We focus on the telecommunications industry and data privacy issues and how those may affect global companies with online retailing operations in emerging markets. In certain markets government policies may hinder opportunities or infrastructure may lag demand, while data privacy issues are on the minds of shoppers everywhere.

April 17, 2014

 
 

Mobile advertising: What do consumers want? Consumer intelligence: PwC

Our Consumer Intelligence research reveals that consumer preferences related to mobile advertising are different than other media, and advertisers and marketers would be well served by developing a “mobile first” strategy.

February 24, 2014

 
 

Communications Review, February 2014: Managing customers through technology...

Customer migrations are a fact of life in this industry. The evolving landscape of connected devices in our lives coupled with competition, regulation, and evolution of technology and standards virtually guarantees customer migrations will occur periodically.

February 21, 2014