To create brilliant experiences, we work hard to understand what ‘brilliant’ means to customers around the world. The Customer Experience Excellence Centre is dedicated to this goal.
We focus on understanding the external and internal characteristics of the organisations that excel. Our work is grounded in an evolving four year programme of research. We do this independently and globally, allowing our clients to learn without bias from the world’s best brands.
The Excellence Centre publishes updates throughout the year, allowing Nunwood consultants to integrate a real definition of best practice into every one of our engagements – whether strategic consultancy or customer experience measurement.
The Knowledge base: Click for the Top 20 performers in each market
Over 7,500 consumers took part
‘Integrity’ was a key theme in 2013
loyalty and advocacy are crucial
Only a few businesses are dominating
Opinions from 5000+ Australians
Financial services brands in abundance
Brands need to balance propositions
Increasingly globalised marketplace
Understanding the Six Pillars of Customer Experience Excellence.
The drivers of commercial value
Our partners draw on the Six Pillars to isolate gaps in customer experience delivery and provide best-in-class thinking on how these weaknesses can be overcome.
We welcome participation and interest from customer experience professionals from around the world. Please register to access:
- Full rankings and white paper analysis
- Face-to-face presentations tailored for your business (for featured brands only)
- Opportunities to attend webinars (for all CEM practitioners)
- Invitations to forthcoming events
The Six Pillars by relevance:
TIME & EFFORT:
Relative performance in driving loyalty and advocacy
The Six Pillars explained:
These six pillars have been validated in all verticals and across the USA, United Kingdom and Australia. Their impact on customer behaviour, such as loyalty and advocacy, has been modelled and confirmed.
Using individualised attention to drive an emotional connection
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.
Being trustworthy and engendering trust
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.
Minimising customer effort and creating frictionless processes
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.
Managing, meeting and exceeding customer expectations
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.
Turning a poor experience into a great one
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.
Achieving an understanding of the customer’s circumstances to drive deep rapport
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.
6PS: The Six Pillar System®
The customer experience excellence centre explores global best practice: it is a constantly updated source of practical knowledge that we apply every day to our clients’ challenges.
The Six Pillar System® (6PS®) is how we integrate best practice into daily life. It shows precisely what our clients need to do to deliver brilliant experiences and creates a direct analytical link between our work and relevant, detailed best practice from around the world.
The Excellence Centre articles
Megabus and Greyhound are travel firms operating in the UK and the US. They might be based on different…September 10, 2014
Ryanair and JetBlue are airlines based in the UK and US respectively. While one brand’s success is on the…September 9, 2014
Premier Inn and Hampton Inn Suites are hotel chains operating in the UK and US respectively. They both target…September 8, 2014
Customer experience analytics provide an insight into book retailers Waterstones and Barnes and Noble
Waterstones and Barnes and Noble are retailers operating in the UK and US respectively. What do the customer experience…September 3, 2014
Nando’s and Chili’s are restaurant chains operating in the UK and US respectively. How do they compare in the…September 2, 2014
Dunelm Mill and Bed, Bath and Beyond are both retailers specialising in furniture and home accessories. Whilst Dunelm Mill…September 1, 2014
A strong customer experience strategy is important if you’re a travel firm such as National Express or Megabus. How…August 28, 2014
Travel Republic and Expedia are both travel retailers which operate solely online. How does the customer experience strategy for…August 27, 2014