Strategize & Design

Now that you’ve unearthed the raw, precious truths – what will you do with it? Time to craft a winning CX strategy . A customized action plan can aim at enhancing your marketing, brand management, internal and external communications, customer experience, customer experience management, etc.

What we do

We will support you to craft a robust Customer Experience strategy, using industry insight to augment your own knowledge of your brand and markets you serve. We will help you to articulate your brand’s Customer Experience essence and vision in a way that every employee will know and understand what you want your customers to experience, when they engage with your brand.

“Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%.”  – McKinsey & Company

Why is a Customer Experience Framework important?

  • We need a road map before we set off – to know where we’re going, how we will get there and to realize when we’ve reached our destination (or gotten lost).
  • Customer Experience framework helps everyone in the company to understand what is expected and to get everyone “on board” to achieve it.
  • The process of developing a Customer Experience strategy is invaluable in clarifying your business and Customer Experience goals, which also informs your overall business strategy.
  • A well-designed Customer Experience strategy ensures optimal use of your resources and employees and a thorough understanding of structures, silos and processes that impact on service delivery and brand experience.
  • Successfully implementing a spot-on Customer Experience strategy converts customers where it matters most – in their minds and through their emotions, creating long term loyalty.
  • Your Customer Experience strategy also aligns everyone in the company towards a common goal and ensures that service recovery, information sharing and innovation are considered during the design process.

How we do this

  • Customer Experience masterclasses
  • Strategy workshops
  • Consultation

What you get

  • A powerful well-informed Customer Experience strategy tailored to your individual brand and the emotional journey you aspire to create for the audiences you are targeting.
  • Your Customer Experience strategy will inform and enhance your marketing, brand management, internal and external communications, customer experience, customer experience management, etc.
  • An army of loyal customers (brand advocates) who will serve your brand over the long term, in business and word-of-mouth marketing (the best kind).
  • A dedicated, fully engaged customer base means meaningful savings on more traditional forms of marketing and customer retention.
  • The strategy will align everyone towards your common goals, where you are and want to be, as well as how you will track if you remain on course.