A great customer experience doesn’t happen by chance. Your goals, such as better sales, customer retention, or higher customer satisfaction scores, all depend on creating positive customer engagement. Sometimes, your own interfaces or design choices are in the way.
We study what your customers see, sense, pay attention to, and feel during the entire customer journey, from before they buy to the post-purchase period when they are using the product in their daily lives.
We identify all the ways you create the overall customer experience and recommend a customer-centric CX strategy to improve it.
Learn more about the CX services below, including our practices and answers to top questions.
Changes in CX can have different results depending on your product and niche. Improvements can reduce the number of necessary customer support interactions, strengthen customer loyalty, and reduce customer churn.
As your CX team, we’ll seek to remove obstacles to your customer’s satisfaction wherever we find them. We’ll work to ensure that your designs meet customer expectations and measure the results using metrics built around your needs.
Any type of customer interaction can be improved. As your CX team, we’ll focus on the areas that matter most to you. We can apply many solutions to disentangle complicated interfaces, soothe or excite with superior design choices, or balance information to make complex instructions more digestible.
CX is particularly important in customer care. Chatbots, self-service guided FAQs, and other forms of automation can help you provide real-time support at all hours. However, they are also a common source of frustration. We can review and update scripts, apply sound testing to automated voice lines, and perform other tasks to provide a good customer experience.
Support systems are one example of an area where we can apply our expertise, but that’s only the start. Let us assist you with CX research, design, prototype assessment, website design/development, and more.
Defining and measuring the customer experience often takes intensive research. There may be easy-to-spot issues that can be solved by applying modern style and readability standards to elements like color choice, typography, and page layout. These changes can be measured using modern marketing testing methods.
Split-testing (running two versions of a page and measuring user responses) is one method that can be used to demonstrate user preference. Technology such as eye and mouse trackers can also provide clues into what grabs the most attention from users.
Polling and customer feedback may be used in some projects to get personal testimony about user experiences. Survey respondents and focus groups can vocalize customer touchpoints more effectively than some data.
Our research teams can examine the entire omnichannel of your customer-facing operations (including social media, websites, packaging, and more) to find out what message your customers receive.
The customer experience you provide may have a wider reach than you imagine. Customer success and failure can quickly spread as word-of-mouth in forums, social media, and general life. Let our team help you support you as you build a CX infrastructure to take your brand into the future.