CX Strategy – Journey Mapping – Voice of the Customer – NPS – Feedback Software
We transform customer experiences and help businesses grow.
KPMG Nunwood helps clients rapidly improve, using best-in-class customer experience measurement, voice of the customer and NPS programmes. Powered by Fizz™ technology, we manage real-time feedback, pinpoint focus and co-ordinate action.
We accelerate change, by prioritising investments, redesigning customer journeys and implementing joined-up customer experience strategies. The global resources of KPMG allow us to work seamlessly with clients, from strategic vision to commercial execution.
We guide everything with best practice. The Customer Experience Excellence Centre is the world’s largest customer experience think tank. Its work ensures everything we do is steered by cutting-edge principles and innovations.
Customer Experience Management Services
Customer experience partners include:
The Customer Experience Excellence Centre
To create brilliant experiences, we research, analyse and adapt international best practice from the world’s leading brands.
This guides everything we do for our clients.
Latest market evaluations...
Via ongoing research and analysis, The Customer Experience Excellence Centre highlights the best performing and fastest moving brands in each market.
Enter the Excellence Centre for insights from the UK, US and Australia.The Excellence Centre
The Six Pillars:
The Six Pillars show what brilliant experiences look like and how to make brilliance a daily reality.
The Six Pillars is a practical framework for customer experience measurement, bringing global best practice into customer experience management.
The Six Pillars draw on the world’s largest ongoing customer experience study:
- 8 years of research and analysis
- Over 1.7 million individual B2C and B2B evaluations
- Analysis of circa 1,500 brands
- From 2011 to 2017
Explore The Six Pillars:
Personalisation involves demonstrating that you understand the customer’s specific needs and circumstances and will adapt the experience accordingly. Use of name, individualised attention, knowledge of preferences and past interactions all add up to an experience that feels personal. It makes the customer feel important and valued and begins to build an emotional connection.
Customers have needs and they also have expectations about how these needs will be delivered. Customer satisfaction is the difference between expectation and actual delivery. Understanding, delivering and, if possible,- exceeding expectations is a key skill of great organisations. Some organisations are able to make statements of clear intent that set expectations (e.g. “never knowingly undersold”), others set the expectation accurately (“delivery in 48 hours”). And then delight the customer when they exceed it.
Customers are time poor and increasingly are looking for instant gratification. Removing unnecessary obstacles, impediments and bureaucracy to enable the customer to achieve their objectives quickly and easily have been shown to increase loyalty. Many companies are discovering how to use time as a source of competitive advantage.
Trust is an outcome of consistent organisational behaviour that demonstrates trustworthiness. There are trust building events where organisations have the need to publicly react to a difficult situation, and trust building moments where individual actions by staff add up to create trust in the organisation as a whole. Behavioural economics teaches us that we trust people we like. The ability to build rapport is therefore critical in creating trust.
Customer recovery is highly important. Even with the best processes and procedures things will go wrong. Great companies have a process that not only puts the customer back in the position they should have been in as rapidly as possible, but they also make the customer feel really good about the experience. A sincere apology and acting with urgency are two crucial elements of successful resolution.
Empathy is the art of letting the customer know that you can genuinely understand what it is like to be in their shoes. Empathy creating behaviours are key to establishing a strong relationship and involve the telling of personal stories that reflect back to the customer how you felt when in similar circumstances. Then going the extra step because you understand how they feel.
Organisations that master The Six Pillars achieve top-tier customer experience rankings, outstanding business performance and..
- Better advocacy
- Reduced churn
- Increased market capitalisation
Latest customer experience news and articles:
KPMG Nunwood’s Customer Experience Excellence Centre has been conducting customer experience research for over eight years. In this time...June 23, 2017
The principles of The Six Pillars are essential for customer journey mapping. And this is just as true in...June 16, 2017
Maintaining a trend that has been growing for a number of years, the United States has once again demonstrated...May 22, 2017
US customers are 15 times more likely to have a great customer experience than a UK customer The US...May 18, 2017