We create exceptional customer experiences that set your company apart.

Why invest in Customer Experience (CX)?

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Your Company is on Stage and Every Day is a Performance Day.

You are already in the experience business.  Customers have been judging you on the quality of your experience whether you realize it or not. Are you ready for the spotlight?

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Traditional Solutions Don’t Work Anymore.

Globalization, technology, and demographic changes have rewritten the rules of customer engagement, and a traditional linear business strategy won’t cut it. We can help you start thinking from the customers’ perspective. What are your customers’ needs?

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It’s Not a One-Time Fix, it’s a Journey.

Good customer experiences don’t just happen. They are the result of a well-planned journey. The best companies are in it for the long haul.  Shouldn’t you be, too?

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CX Helps Your Business Grow and Prosper.

Customer Experience done right cuts costs and boosts profits. Ignoring the customer experience is a risky and costly proposition.  Are you prepared to handle endless customer complaints, social media nightmares and customers leaving in droves?

Our Customer-Centric Approach

Customer research is the key to improving customer experiences.

We use qualitative research techniques, such as in-depth interviews and customer ethnography to understand what your customers needs. Through this customer research, we figure out what is going on with your customers – what they think, what they want, and what they do. Then we use these insights to develop holistic experiences that resonate with your target market.

We look beyond numbers and spreadsheets.

We focus on human experiences. Because not everything in life can be reduced to numbers. Life is complex. Not all decisions are rational. We help you discover the real people behind the numbers and what really matters to them. We use this information to help map your customers’ journey.

We use research to map customer journeys.

A customer journey map is an essential strategic tool that depicts interactions between a company and a customer from the customers’ perspective. Understanding the customers’ perspective helps companies detect potential gaps, identify areas for improvement, and develop new product and service ideas. We combine research with hands-on design thinking workshops to create an actionable customer experience strategy.

EMPATHIZE + ENVISION + DESIGN + TEST & IMPLEMENT

What We Do

Our mission is to inspire businesses to become more human through customer understanding and empathy.  We help companies create customer experience strategies to grow their business, spur innovation and creativity, and inspire change.

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CUSTOMER EXPERIENCE
STRATEGY

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CUSTOMER RESEARCH
AND INSIGHTS

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CUSTOMER EXPERIENCE

TRAINING

Customer Experience Facts You Should Know

  • “Customers who had the best past experiences spend 140% more compared to those who had the poorest past experience”.
  • “A one-point improvement in your CX index can lead to an incremental $244 million in revenue.”
  • 33% of Americans say they’ll consider switching companies after just a single instance of poor service.
  • Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience.
  • After one negative experience, 51% of customers will never do business with that company again.
  • 74% of people are likely to switch brands if they find the purchasing process too difficult.
  • Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%.
  • It is anywhere from 5 to 25 times more expensive to acquire a new customer than it is to keep a current one.

Sources: Forrester Research, Medallia Research, American Express Customer Service Barometer, Newvoicemedia.com, Salesforce, Bain and Company, Harvard Business Review

Why Work With Us

We have built customer experience strategies for best-in-class Fortune 200 companies, pioneered the first customer experience methodology and processes (before all the books were written), and helped create compelling products and solutions for the financial services industry.

What Our Clients Are Saying

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DOWNLOAD Our “Eight Hard-Learned Lessons of Customer Experience” Paper