CX Strategy – Journey Mapping – Voice of the Customer – NPS – Feedback Software
We transform customer experiences and help businesses grow.
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:
6PS® shows 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.
6PS® draws on the world’s largest ongoing customer experience study:
- Over one million consumer evaluations
- Analysis of over 800 brands
- From 2011 to 2015
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:
Customer journey mapping helps brands to ‘walk a mile’ in the shoes of their customers. The process affords companies...July 7, 2015
Wegmans is a brand that is keen to stay ahead of the game. It is one of the largest...July 3, 2015
US Road to Excellence: The Vanguard Group – How a solid customer experience strategy combined with a personal approach pays dividends in US finance
KPMG Nunwood look at how a solid customer experience strategy combined with a personal approach pays dividends in US…July 1, 2015
In March 2015, KPMG Nunwood launched their 2015 US Customer Experience Excellence Report, which evaluated the leading brands for...June 29, 2015