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