Capabilities

Customer Experience Programs

Acquiring a new customer is more expensive and time-consuming than retaining an existing one. Moreover, engaged and satisfied customers spend more and spread positive word-of-mouth to grow brands. Customer experience (CX) programs help our clients understand where they are delighting customers, where there is room for improvement, and which actions have the biggest impact on improving customer engagement.

What will a customer experience program tell me?

A CX program provides insight into:

Your brand's performance on key CX metrics and across all areas of the customer journey/touchpoints.
Which customer segments are most satisfied (and how to drive growth) and which are at threat of defection (and how to reduce churn).
Where to focus by prioritizing initiatives that target the most impactful pain points, needs, and touchpoints.

CX program solutions

We help our clients efficiently allocate resources, set realistic improvement goals, and track the impact and ROI of CX initiatives over time. Our CX program solutions include Customer Satisfaction (CSAT), Net Promoter Score (NPS), KPIs, customer tracking, touchpoint surveys, customer loyalty analysis, and win/loss analysis.

Example Use Cases

Identify CX bottlenecks

Understand the primary pain points and moments of truth that make or break your customer experience (CX).

CX success stories

Determine the moments of delight that strengthen the relationship with customers.

Development of new solutions

Identify gaps in the customer journey to innovate new solutions for unmet needs; inform the solution roadmap by understanding the impact on customer engagement and ease of implementation (e.g., quick wins vs medium-to-long-term goals)

Systematic feedback processes

Demonstrate customer-centricity by regularly providing opportunities to share feedback and follow up on specific pain points with disgruntled customers.

Market differentiation

Execute and track initiatives to improve performance at the moments of truth in the customer journey to improve NPS/satisfaction and provide a differentiating experience.

CX delivery optimization

Align CX delivery and customer touchpoints to better suit the needs of different customer segments.

Operational metrics improvement

Understand what drives greater customer spending, reduced churn, and cross-sell opportunities and model the impact of initiatives.