Building a Full Customer Experience Strategy That Sets the Brand Apart
Uncovering Pain Points and Opportunities
To understand the customer’s experience, we started by conducting interviews and passing out customer surveys. In addition to deploying onboarding surveys, we also analyzed digital and call center data. We used this research to pinpoint customer pain points and create new personas.
Developing Personas
We used both primary and secondary research to section off different customer segments. Then we condensed that information into summaries and designed memorable individual personas that our client can use to empathize with its customers.
Mapping Out Customer Journeys
Once we painted a picture of typical customers and identified areas to improve the customer experience, we created customer journey maps. For this client, we built two types of mapping assets:
- Micro-journeys to analyze how customers interact with channels and touchpoints at specific journey stages
- A current-state journey map to visualize how customers experience the client’s offerings across its full product ecosystem
Creating Long-Term CX Excellence
To pass the baton to the client and empower it to build its reputation as a top-tier CX provider, we facilitated future-state workshops. We also prioritized CX-impacting initiatives to help the client continually track and improve the customer experience.
Results Achieved
We designed a full customer experience strategy, including a road map of 39 opportunities that we ranked by impact and complexity. All told, the complete business case analysis will deliver an estimated $100 million—not including the wide potential for high net present value from the additional revenue streams the customer experience strategy opens.
We Speak Customer
It’s a language we know very well. We’re Andrew Reise, a recognized global thought leader that specializes in improving both sides of the company/customer relationship. Our unique approach consists of our own methodology and a group of distinctly selected consultants who are all veterans in customer experience. Our process is proven, and our people boast a “do it all” no-nonsense approach and are empowered to do the right thing—even if that means going above and beyond the original scope of work.
