Improving Customer Experience
Issue: Your organization needs to define a customer experience strategy, and create a roadmap to help design, prioritize and implement customer experience improvements.
When audiences interact with your company, they engage in an experiential "journey" across the Customer Relationship Lifecycle unique to your business; the touchpoints encountered along the way drive that experience. Yet while the importance of customer experience is widely recognized, understanding how to best define, prioritize and improve it can still prove elusive.
What if your company could:
- Articulate the "ideal customer experience" from the perspective of your most valuable customers?
- Build support for customer experience efforts through business case creation and "proof of concept" initiatives that have low risks (and potentially high return)?
- Understand how investments in customer experience can drive ROI?
- Measure the business impact of customer experience by defining metrics relevant to your objectives?
Approach: Improving customer experience is important, but knowing where to focus and how to prioritize is key to designing and implementing those improvements.
Customer experience is made up of the interactions between your company and your customers. This is at the core of our research and consulting practice, and our Customer Experience Mapping approach. Improving customer experience starts with understanding customer wants and needs, and how well the current customer journey meets them. By charting the gaps between your current state and your desired state, paths for experience transformation come into focus.