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The six pillars of customer experience excellence

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1.	PERSONALIZATION 	Using individualized attention to drive emotional  connection. It can be achieved through knowing your customer, remaining alert to their needs and preferences, and tailoring experiences to their unique circumstances.  * Great personalization can make the customer feel more in control, value and important after they interact with you.

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2 .	 INTEGRITY 	Being trustworthy and engendering trust. The degree to which consumers believe a firm is trustworthy and likely to act in their best interests. Creating trust requires trust-building behavior, reliability and ensuring beneficial outcomes for both parties.  *  Trust and integrity is a organization sense of purpose and how socially, morally, and ethically it discharged from it.

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4 .	 TIME AND EFFORT 	 Minimizing customer efforts and creating friction-less processes. The level of convenience and efficiency firms can provide on every customer transaction and interaction. The ease of doing business and the amount of time it takes are strong drivers of loyalty. Finding opportunities to reduce cost, time and effort are major relationship enhancers.

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3.	EMPATHY 	 Understanding customers circumstances to establish relationship. The ability of their people to put themselves in their customers’ shoes and react accordingly.  This means demonstrating that you can see the world from their perspectives — their priorities and challenges, the obstacles that will get in the way, their fears and worries.  *  Show care and empathized to those people who need it.

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5.	EXPECTATIONS 	 Meeting, managing, and exceeding customer  e xpectations . Means is to deliver a level of service that consistently meets or exceeds customer expectations. This also requires businesses to avoid the tendency to overpromise and under-deliver on services, products, value or satisfaction.

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RESOLUTION 	 Turning a poor experience into a great one. It revolves around the simple reality that no matter how well-developed or mature your business processes might be, things will go wrong. What sets the top companies apart is how they deal with problems as they occur.  The  ability to resolve issues quickly and reliably is paramount to an exceptional customer experience.