Customer Experience Management

We provide an end-to-end approach to customer experience management: a platform to move organizations from the desire to excel, through change, to leading performance.

To do this, we combine customer insight, analytics, consultancy and frontline training with our Fizz Experience Management platform.

Alongside these capabilities, we provide clients with an advanced, detailed view of what excellence looks like: Nunwood's Customer Experience Excellence Programme is one of the largest international studies of best practice.

Underpinning this, the 5M Transformational Model is a proven framework for moving organizations from aspiration to excellence:

• Mobilize - Auditing the organization; creating an environment for customer-led change
• Map - Mapping customers' journeys; identifying what matters and how to differentiate.
• Measure - Ongoing experience measurement research, business diagnostics & course correction.
• Manage - Fizz Experience Management systems and strategic consultancy.
• Motivate - Internal marketing of the customer; training & development.

Nunwood has assembled and integrated a highly effective set of research and experience design tools. The end result is a richly developed toolbox that combines the knowledge of the client, global best practice and a clearly defined improvement process. Just collectively, these tools allow us to craft world class customer experiences.

The tools can be used in a variety of combinations and have a clearly defined role in the 5M Transformational Model:

• Mobilize: This is about discovery and includes tools such as, cultural assessment, readiness audits and stakeholder mapping which are supported by the Fizz Knowledge platform.

• Map: The customer journey lab contains all of the tools necessary to define and improve customer journeys across channels, touch points and products. Leading edge ethnographic qualitative methods provide deep insights into how consumers live their lives and what drives great experiences.

• Measure: customer expectations are constantly being set and reset, therefore monitoring how well customer expectations are being met as well as integrating the voice of the customer with the voice of the channel and the voice of the employee is vital to improve quality of delivery. Data can be collected from each touch point immediately after a customer interaction or relationship surveys can monitor the impact of communications and market changes on those customers who do not interact frequently.

• Manage: real time alerts via the fizz reporting and analysis platform combined with ways of transferring data on how new designs are being perceived enables active management of the improvement process.

• Motivate: articulating a convincing and compelling case for change is essential if the organization is to be galvanised into putting the customer at the centre of their thinking. Film, design and communication processes will drive internal marketing programs.