Customer Experience

undefinedEvery interaction is loyalty in the making. Or breaking.

Every interaction adds or erodes the loyalty customer’s feel for your brand.

Loyalty is a product of your people, and the experiences they create for your customers. We help ensure your brand’s human interface — not just your digital one — is always increasing the value of your customer relationship, and driving business results.

We take a ‘known-customer’ approach to customer experience, and we identify what your people can do to recognize customers and make their experience more rewarding as a result — with specificity and unique tailoring, down to an individual customer level. Using data-based insights, and proven methodologies rooted in neuroscience, we enable experiences at a human level, but with scale — and ensure people choose your brand over and over, and over again. We turn little moments into big loyalty.

Take a closer look at our customer experience services:


Customer Experience Exploration

We seek to start all CX work with an in-depth understanding of both your current brand and your desired future state; your strengths and key opportunities for improvement and differentiation — from outside your organization and from within. Either through conducting our own research or a deep dive into what you’ve already done, we can derive a set of drivers to focus your brand’s efforts on.

Services Include:

  • Voice of Customer (VOC) Research
  • Employee & Channel (EEI) Research
  • CX Drivers Audit

Customer Experience Design

Inspiring loyalty is ultimately created by people-to-people interactions between your brand and the customer. Yet, more compelling experiences driven by unique tailoring and personalization can be created for known-customers. By mapping the highs, lows and signature moments within each touch point — rather than processes, fixturing and other functional elements — we can make the greatest impacts. The sum total of your customers’ experiences with your people should be differentiating enough to produce loyalty.

Services Include:

  • CX Journey Mapping
  • CX Playbook Design

Culture Immersion & Evangelism

We focus on the human and emotional aspects of the journey. We implement and embed the desired customer experience by creating a brand-aligned employee and representative culture that is governed by a singular and shared purpose — breeding alignment and loyalty to cause, organization and brand. Through expertise spanning inspiration, enablement, and motivation — and rooted in behavioral science — we help deliver on your CX vision. 

Services Include:

  • Culture Blueprinting
  • Learning Strategy
  • CX Evangelism & Communications
  • Learning Asset Development
  • Coaching
  • Motivation Strategy

Customer Experience Measurement

We quantify customer experience in a consistent and repetitive (or continuous) manner to evaluate efforts; and glean actionable insights to guide required improvements and adjustments. From large trackers to ad-hoc assignments, we can help you understand the impact and investment payback of your CX efforts. 

Services Include:

  • CX Tracking 
  • CX Performance Reporting
  • CX Breakeven & Payback Modeling