Our study is far-reaching, not simply a league table of who is best, but also why. What have the people who matter – your customers – said about their experiences? What about those who shop with your competitors? We have spoken to them and would be delighted to meet with you to share full analysis of your sector & the best practice lessons we can draw from the strongest brands...
Please contact an expert to arrange a date to delve deeper into the Nunwood Customer Experience Excellence Top 100.
Please contact an expert to arrange a date to delve deeper into the Nunwood Customer Experience Excellence Top 100.
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Nunwood’s Customer Experience Excellence Programme is a global investigation of which businesses excel, why they do so, and how
we can learn from them.
This is the second year of publication in the UK. The latest insights span 250 brands evaluated by over 7,300 consumers in September 2011. The commercial rewards are huge: Nunwood CEE Top 30 winners outperform the FTSE by 998%. Organisations that achieve this ultimate competitive edge have capitalised on three meta-trends that define the 2011 rankings:
1. Experience Myopia versus Total Customer Experience – Many businesses are myopically quick to discount parts of the increasingly complex experience as ‘not their responsibility’. Firms that win big embrace Total Customer Experience, realising even aspects they don’t ‘own’, resting with third parties and other agents, can and must be influenced.
2. Unified Emotional Connectivity – Service, brand and people are not separate entities, to be internally managed and tracked individually for reasons of administrative convenience. Great organisations manage these in unison. The result is a self-sustaining, trusted and authentic emotional connection with their customers.
3. ‘Smart Consumer’ meets ‘Smart Retailer’ - Consumers are more tech savvy, more interconnected and, consequently, more intelligent than they have ever been, resulting in new, more complex buying behaviours – CEE Top 100 winners understand and capitalise on these.
This site provides a top-level summary of these crucial trends and the 2011 rankings. For organisations aiming to achieve customer excellence, a free-of-charge presentation of results tailored to your business and sector is available on request. Please contact us to learn more.
The Nunwood Customer Experience Excellence Top 100, in partnership with:
we can learn from them.
This is the second year of publication in the UK. The latest insights span 250 brands evaluated by over 7,300 consumers in September 2011. The commercial rewards are huge: Nunwood CEE Top 30 winners outperform the FTSE by 998%. Organisations that achieve this ultimate competitive edge have capitalised on three meta-trends that define the 2011 rankings:
1. Experience Myopia versus Total Customer Experience – Many businesses are myopically quick to discount parts of the increasingly complex experience as ‘not their responsibility’. Firms that win big embrace Total Customer Experience, realising even aspects they don’t ‘own’, resting with third parties and other agents, can and must be influenced.
2. Unified Emotional Connectivity – Service, brand and people are not separate entities, to be internally managed and tracked individually for reasons of administrative convenience. Great organisations manage these in unison. The result is a self-sustaining, trusted and authentic emotional connection with their customers.
3. ‘Smart Consumer’ meets ‘Smart Retailer’ - Consumers are more tech savvy, more interconnected and, consequently, more intelligent than they have ever been, resulting in new, more complex buying behaviours – CEE Top 100 winners understand and capitalise on these.
This site provides a top-level summary of these crucial trends and the 2011 rankings. For organisations aiming to achieve customer excellence, a free-of-charge presentation of results tailored to your business and sector is available on request. Please contact us to learn more.
The Nunwood Customer Experience Excellence Top 100, in partnership with: