CX Design

Being a customer-centric company means offering products, services and processes that are mindful of what it feels like to be the customer. Elements of the customer experience such as purchasing options, quality of service, billing, call wait times, and even the language we use when interacting with customers all matter. Our Customer Experience Design team will help you understand how to deliver a consistent, sustainable white-glove experience that will increase customer loyalty. We help you establish the perfect balance of delivering what the customer needs with how you leave them feeling after each touch-point.

Journey Mapping

From the very first moment a customer interacts with you, their journey with your brand begins.  To continuously deliver the best experience possible, it is critical that you know who your customers are, what they value most, why they chose you, and what you need to do to keep them happy. Companies that do this best understand the importance of nurturing the customer relationship, and addressing customer needs. Our Customer Journey research is designed to help you be sure you stay in tune with your customers today, and anticipate their needs for tomorrow.

Technology Consulting

Implementing a sustainable Customer Experience program requires a technology platform that will track, measure and monitor progress. Of the many digital tools and platforms available, we will match the right tools for you based on your security requirements, organizational goals, and budget.

The 2010 Customer Experience Impact Report reveals that 82% of consumers in the U.S. would stop doing business with a company due to a poor customer service experience. A great product at a fair price used to be enough to make the register ring, but the modern customer of today requires more than that: GREAT SERVICE. While the modern customer is drawn increasingly to digital tools and DIY options, their expectations are high when they choose to interact with a company representative directly. Beyond expecting your employees to know your product or service, they also expect a high level of customer empathy and a demonstrable urgency when addressing a customer issue. Our training modules help demystify the customer, teach employees basic consumer psychology, and train employees to be leaders in customer service while keeping in alignment with company goals. The results? Better retention of employees. Better internal and external communications. More satisfied customers. And, a better bottom line.