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

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Unite around a single
guiding vision and
accelerate transformation

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Create brilliant and
commercially effective
customer journeys

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Focus customer
investments, reduce costs
and ensure ROI

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Turn customer feedback
into rapid, focused
improvement

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Engaging dashboards,
analysis, action plans and
resources

 

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.

Visit the Customer Experience 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:

  • Over one million consumer evaluations
  • Analysis of over 800 brands
  • From 2011 to 2016

Explore The Six Pillars:

Personalisation

The Six Pillars - Personalisation icon

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.

Expectations

The Six Pillars - Expectations icon

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.

Time & Effort

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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.

Integrity

six-pillars-integrity

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.

Resolution

six-pillars-resolutionCustomer 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

six-pillars-empathy

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.

Commercial Results:

Organisations that master The Six Pillars achieve top-tier customer experience rankings, outstanding business performance and..

  • Better advocacy
  • Reduced churn
  • Increased market capitalisation
Click to learn more about The Six Pillars
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Individual Agent/Colleague

 

  • Understand the things that will drive a higher customer experience score
  • View actions that have worked elsewhere
  • Feel confident in responding immediately to customer issues

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Digital Channel Manager

 

  • Provides a comparative view across branch, telephony, website, app, social and chat based channels
  • Links to your web analytics and session replay systems for a joined up view
  • Reveals where to provide the best experience across channels

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Store/Branch Manager

 

  • Understand the key themes affecting your branch and how to improve them
  • Empower your staff with tactical guidance to ensure the best possible customer results
  • Benchmark branches in your area – clarify who is performing, and who is not

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Head of Customer Experience/Insight

 

  • Access your overall customer experience performance in real time
  • Determine key business priorities and quickly identify root-cause analysis
  • Benchmark performance by channel, region, branch or store

 

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My Solutions

Stores training assets and resources that will help colleagues tackle issues without the need for additional manuals and coaching.

 

  • Immediate access to training guides
  • Ensures consistency across your customer experience
  • Empowers colleagues to confidently deal with customer issues

 

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My Actions

Determines a list of actions to help you and your colleagues deliver better experiences for your customers.

 

  • Prioritises what you need to focus on to improve your customer experience
  • Provides direction to your employees on how to achieve success
  • Ensures consistent workflow processes and compliance

 

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My Reports

Create your own tailored customer experience performance reports in web, PDF and editable PPT formats. Visuals including charts, infographics and tables can be created and exported.

 

  • Eliminates manual reporting
  • Presents performance in a format of your choice
  • Engages the whole company in customer excellence

 

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Feedback and Alerts

Feedback and Alerts

Captures all of your customer feedback and data into one centralised dashboard.

 

  • Shows customer experience performance in real time
  • Uses text analytics to quickly identify focus areas
  • Enables you to react to customer issues in real time, ensuring experience resolution

 

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