Our Approach
We’re passionate about integrating customer and user experience into your organization’s product, service, operations and customer service culture.
We tailor each project to reflect your values, your size, your business strategy, your operations, your unique challenges and resources. We use human-centered design to help you visualize and validate what’s going right and wrong for your customers.
We examine:
Customer, employee, volunteer and donor prospecting, engagement and on-boarding.
New service/product development or optimization.
Multi-channel digital product/service support.
Call center communications alignment, and more.
How Your Project will Unfold
Each engagement has five phases. We DISCOVER the available insights and metrics, DEFINE the challenge, DESIGN the strategy, DELIVER the insights and lead development of an action plan to DELIGHT the customer/use .
Discover
Consumers expect interactions to be effortless and consistent across channels. For example, has your customer received one message from one department, a competing message from IT, and another when they receive a bill from Finance?
Potential-activities
User and employee interviews and virtual “walks through websites".
Collection and analysis of all touch-points—digital, print, audio, call center scripts, video.
Analysis of messages and trends from web KPIs.
Voice of Customer/User research—customer surveys, social media chatter, email feedback
Competitive scans for best practice research.
Define
We collaborate with your staff to define and refine the challenge. We listen to employees and customers to capture what consumers are saying to you and about you. Sample activities:
Employee, donor and volunteer workshops.
Contact center/call center call listening.
Customer interviews—prospects and lapsers.
Root cause analysis.
Mystery shopping.
Design
Here’s where we team up to innovate and transform your customer experience. We walk in your customers’ shoes and brainstorm ideas for improvement. May involve:
Ethnographic research.
Persona development and empathy scans.
Customer/user, employee, donor or volunteer journey mapping
Focus groups or customer co-creation workshops.
Usability or concept development, testing and refinement.
Deliver
We synthesize the results and tell the story to bring challenges and solutions to life—and catalyze action.
What resonates, we keep and include in your tactical plan. What doesn’t, we refine or delete.
Can consist of:
Executive summary presentation to senior management.
Education and prioritization workshops with cross-functional leadership.
Formal proposal for moving from recommendations to action plan.
Achieving buy-in from decision-makers.
Delight
Let’s create a workable plan, synced with your values and strategy. Typical elements:
Why we’re doing this—big picture business goals, highlights from previous work phase).
Specific deliverables and KPIs.
Training to inspire employees to adopt a customer-centric mindset.
Testing to work out performance issues before full launch.
Regular reporting on benchmarks.
Workshops that Drive Customer Centricity
Our workshops use an “outside-in perspective” to get to the heart of customer needs. Innovation and customer experience sessions are a proven entry point for rallying employees around a user-centric culture .
We’ll interview employees and customers. Facilitate cross-functional collaboration. Then identify, analyze and synthesize data to uncover what your customer does, thinks and feels during each step and touchpoint in your customer’s journey. Discover:
Are you setting clear expectations?
What’s the communications cadence and volume at each stage?
How consistent is the brand voice across print, digital and personal channels?
How are you measuring engagement and success?
Valuable Takeaways. And a Reenergized Workforce.
Our workshops and mapping projects reveal how to deepen your customer understanding and leverage these insights. Find out what’s effortless and painful for different types of customers. What’s holding your organization back from more sales, members, contracts, five-star reviews.
Through lively, rich discussion, we visualize which processes need to be improved. And have a little fun along the way.
The results: a workforce eager to proactively design and deliver user experiences that move visitors effortlessly from first impression to brand advocacy.
What is Customer Journey Mapping?
Acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.
Research shows that increasing customer retention rates by 5% can increase profits by 25% to 95%.
Journey mapping is a powerful tool identifying each interaction a customer has with your brand, from first exposure through buying decision. Customer journey mapping aligns your team around a shared view of the customer journey. Employees get a deeper understanding of customer interactions. They become inspired to make informed decisions; increasing customer engagement, innovation and customer retention.