Customer Experience

Customers judge companies on the experience they deliver. But in our multi-channel world, many organisations lack the mechanisms to pro-actively manage this experience. Their business rolls the dice at every customer interaction.  

We can help you "hard-wire" customer thinking into your business, so it "gets it right" when it matters.

 

Consistently create and deliver the "right" customer experience

Giving your customers a quick "wow" is easy. But unless you do it in a sustainable and profitable way, it is hollow ... and potentially very expensive. We can help your company right-size its customer experience across physical and digital channels so it structurally meets customer expectations and exceeds them where it matters.

We can help you do this:

  • strategically, by designing and implementing a customer experience framework for your services, products and business
  • organically, by motivating your people to take the right type of customer initiatives and scaling the ones that hold most promise
  • tactically, by identifying the ways your business "can do better" and fixing this
  • pro-actively, by scripting branded advocacy moments, which drive loyalty and word-of-mouth.

 

Specific CX Services

If you don't want to embark on a full customer experience design trajectory, we can also support you with tactical interventions. Notable are our:

  • customer experience scans which unveil the real experience you offer your customers, and how you can improve it
  • customer journey mapswhich describe the reality and expectations at every touchpoint in every channel
  • customer experience standards, which provide your business with actionable business objectives and KPI's related to CX
  • branded service design, where we help you identify unique services and experiences that drive advocacy for your brand
  • digital transformation alignment, where we ensure that your digital transformation efforts are actually benefiting your customers

 

If you would like to receive more information on our customer experience service offer, or just have a conversation about CX in general, please do not hesitate to get in touch for an informal chat.

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