KPMG Nunwood’s research over eight years has shown that every outstanding customer relationship had a universal set of qualities. These qualities are known as ‘The Six Pillars’.
Companies that understand and deliver against these six pillars have proven to deliver enhanced customer outcomes, grow more quickly and deliver shareholder value.
Take some time to understand these pillars and each of their golden rules. We will weave them into the 11 in 10 modules where appropriate to provide additional input and discussion points with your teams.
Driving growth
KPMG Nunwood has identified that the leading (top 25) customer experience organisations achieved five times the % profit growth and % revenue growth of more than seven times versus customer experience laggards (bottom 25 of the ranking) in one year.
The Six Pillars
Personalisation
Integrity
Expectations
Resolution
Time & Effort
Empathy
The top five companies of 2020
The leaders in the 2020 ranking have all adapted their customer experience in response to the unique circumstances their customers faced. A combination of concern for their people and their customers, together with their commitment to societal wellbeing, has shaped their responses in different ways.
- First Direct
- QVC UK
- Starling Bank
- John Lewis & Partners
- LUSH Handmade Cosmetics
