A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) - these facts [...]

By |2015-09-24T18:28:12+01:00September 24th, 2015|CX Measurement, CX Professionals, CX Strategy|4 Comments

What makes the the worlds #1 Customer Experience brands?

As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world's 'best' Customer Experience brands are. 'Who is good at CX?' is a pretty typical question. It is a good question to ask and one that I [...]

‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

'Customer Excellence is here: it's just not evenly distributed yet'. A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The quote is in fact the very first line of the executive summary of this years Nunwood UK [...]

By |2015-04-13T15:33:36+01:00October 21st, 2014|Customer retention and loyalty, CX Measurement|0 Comments

‘Simplicity is divinity’ – is this what is behind the success of First Direct?

I have always been a little mystified by First Direct. Firstly, it is a bank. What is there to get excited about when it comes to banks? I am one of many who unfortunately has become very apathetic towards banks - I just do not care about them. This may surprise many people - but [...]

By |2015-04-13T13:31:29+01:00May 21st, 2013|Customer retention and loyalty|5 Comments
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