As part of the research, brands are assessed against six key criteria. The Six Pillars of Customer Experience Excellence have been consistently shown to be the essential characteristics needed to build strong experiences.
The presence of these six factors is essential if commercially beneficial outcomes are to be generated from superior customer experience, whether that be increased share of wallet, loyalty, or advocacy; these six factors are the prerequisites for commercial success. Furthermore, as they are all interconnected, it is essential to be good at all six.
Interestingly over the past couple of years there has been a rapid rise in holistic thinking, and realization that a competitively superior experience is multi-dimensional and often multi-sensorial. The leading Irish organisations are masters at managing the Six Pillars as a set.
Integrity
Being trustworthy and engendering trust
Time and Effort
Minimising effort and creating frictionless processes.
Resolution
Turning a poor experience into a great one.
Personalisation
Using individualised attention to drive emotional connection.
Expectations
Managing, meeting and exceeding expectations
Empathy
Achieving an understanding of the customer or employee’s circumstances to drive deep rapport.
Get in touch
If you have any queries on the KPMG Global Customer Experience Excellence report 2022, or the implications of the issues covered, please contact our team below. We'd be delighted to hear from you.
Contact our team
Owen Lewis
Partner, Head of Management Consulting, Head of Banking & Capital Markets
KPMG in Ireland
Lana Briggs
Director, Customer & Digital Lead
KPMG in Ireland
Lucy MacAuley
Director
KPMG in Ireland
