Master Customer Experience to accelerate business growth
Your customers want their experience to be frictionless, personalized and memorable. Those 3 elements determine the success of your customer experience (CEX), which in turn drives your business value. In short, your customers expect to:
☑️ Be able to interact with you on their preferred channel at any time
☑️ Receive communication tailored to their individual needs
☑️ Feel emotionally connected to your brand
Optimize these pillars and increase loyalty, reduce churn, which will in its turn boost your revenue.
Discover valuable customer touchpoints
Our 5-step approach to Customer Experience
Start from the needs of your customers by focusing on customer insights
Align on what CEX means for your organization and make a clear connection with your KPIs
Prepare your organization for your vision
Specify your ‘big rocks’, elaborate on what they mean for your customers and prioritize accordingly
Build and run use case pilots to gather valuable customer data and validate your approach
Customer journey mapping explained
“Mapping the customer journey is about visualizing the journey for different personas along all touch points that could be online and offline channels.”
Download our Customer Journey Canvas!
Creating a Customer Journey Map can help you design better products and services and improve your relationships with customers. This template will help you define what your brand persona is looking for, what their needs and barriers are, in each stage of the customer journey. It will give you useful insights on how customers interact with your brand. Sometimes used for service design, these maps can help you empathize with how customers feel when they interact with your products and services.Download our Canvas
Get inspired by these reads
Our consultants’ experiences:
“I was fortunate to be the project lead of a value proposition consulting project in the car industry. The objective was to empathize with B2B customers across Europe through qualitative interviews. Our insights served as a starting point for the company’s future innovations. We created personas to represent key customer segments and built customer journey maps to structure pain points, needs, gains & opportunities. In addition, we prioritized key problems by estimating the potential business impact and feasibility of solutions. Together with the client, we went into workshop mode to validate insights and prioritization. We shared a final recommendation on next steps towards building new, impactful value propositions.”Eline Khancheh Zar
Start your CEX project with us!
Let’s chat on how we can bring your customer to the center of your business