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.
Ladies, that was FANTASTIC! Thank you for all your work and preparation. It showed. Y’all were amazing.” (Presentation at the TX Women in Public Finance).
You are not only talented in the area of public speaking, you truly care about your clients’ success. Your advice is spot on, and it still resonates with me through any forms of speaking, regardless of how large or small the audience. I feel I ‘have you in my court’, with exceptional support.
Your presentation of Beyond Millennials: Leadership & Collaboration in a Multi-Generations Workforce was well-received by the class and created the type of engagement we had hoped. You did a great job of helping the class comprehend the differences between the generations but, more importantly, how to better understand each generation.
Jenia and Tara led our staff through an engaging, fun and productive experience exploring our organization’s use of social media. They helped us frame our mission in ways that would connect meaningfully with our various audiences in the community to inspire their conversation and advocacy on our behalf. The proof is in the results: our social media activity has grown substantially as a result of this process.
RedSquared has been an indispensable team in helping us create a new training program for our Chamber members. Their forward thinking views inspired the planning team to get to the finish line. Jenia and Tara are now presenting “The Power of Observation and Insights” monthly to our 2018 Innovative Leadership class.