CX Strategy
Connect with your CustomersHow do you become customer centric?
What are your customers struggling with?
How do you get the voice of the customer to the product team?
Brands that are customer centric deliver high performance products and services, with greater adoption and retention that leads to better overall returns. They build this customer focus over many years and embed it in their DNA.
For those organizations or individuals that aspire to be more customer centric, it can be hard to know where to start. Changing the culture, gaining leadership buy-in, even establishing new capabilities can be daunting. Whether a top-down organizational change or a guerrilla-led team initiative, the roadmap may be unclear, and the end can seem a long way off.
This is where we can help. Our team will provide advice and guidance as they support you in developing a customer centric culture, co-creating a CX strategy and setting up channels where customers can give feedback. Capturing the voice of the customer helps keep a finger on the pulse of the customer experience — vital for experience management and continuous discovery.
We can support you externally, or embed our consultants into your team, working with you and demonstrating “what good looks like”.
Here is How We Work With You
CX Strategy
We help you keep a finger on the pulse of the customer experience by co-creating a CX strategy to gather and centralize insights from listening posts across the customer journey.
Our experts begin with an audit to understand your business needs, internal resources, and capacity. Together we define a CX vision and key metrics that align with your business goals.
We then do a cost-benefit analysis of tooling and workflow options, providing recommendations and pricing for three options. Once a choice is made, we will help implement the strategy, establishing workflows and governance of the new system.
Actively engaging your customers is fundamental to any customer-centric organization, and a win-win for everyone. Your customers will be happier knowing that you listen and take action on their feedback. For the business, a focus on the customer experience helps the product team continually release enhancements and features that customers want.
Organizational Change Management
Creating a strategy to become more customer centric is the first step on a journey that can be full of trials and tribulations, but is worth it in the end. We offer organizational change management servives to help you navigate the transformation.
We support you by facilitating meetings, leading workshops, and cultivating the capacities needed. We will identify and mentor internal champions that can lead the way for others.
Our team can also help develop internal workflows, governance, and a communication plan that support the change you want to see.
From start to finish, we provide ongoing change management consultation and training until you are comfortable and confident with the outcomes.
CX Research
Customer-centric organizations continuously listen to and analyze feedback to better understand and manage the customer experience.
Our team supports your CX strategy by conducting research to define the customer journey and the moments that matter–key touchpoints where you can improve their experience.
We then help design and launch survey programs across these touchpoints in your tool of choice. Each survey collects key metrics such as NPS or CSAT, and qualitative feedback.
As part of an ongoing support offering, our team can help review and synthesize feedback in dashboards and reports. We can also manage the tools, direct actionable feedback to the Product team, and facilitate regular review sessions.
Defining the customer journey and evaluating their experience at key touchpoints, enables an organization to better manage the relationship. Gathering and synthesizing feedback also helps the product teams understand what they need to improve, and informs the roadmap.
Embedded Support
Setting up new systems is complex, and sometimes you need help. Whether you need support implementing survey programs or processing all the feedback coming in, we’ve got you covered.
Our goal is to cultivate proficiency with your internal team, but until that point we are happy to lead by example and manage CX systems and processes, from designing surveys according to research best practices to skillful reporting with clear, actionable findings.
Ready to begin?Let's discuss your project.
WHAT WE DO
Our Methods
Strategy
Co-design a strategy to capture the voice of the customer.
CX Metrics
Define your North Star and other key metrics.
CES Survey
Measure how easy or hard it is to use your product or services.
Journey Mapping
Visualize the customer journey and measure their experience at key touchpoints.
NPS Survey
Measure your relationship with customers over time.
CSAT Survey
Measure customer satisfaction at specific touchpoints.
Workflow Design
Setup workflows to direct feedback to the right people and take action on insights.
CX Reporting
Establish standards for feedback analysis and delivery to different stakeholders.
Governance
Assign and enable ownership to ensure feedback loops are closed and systems maintained.
Bryan came into Vessel at a time when I thought we had a pretty good customer feedback system in place, boy was I wrong. He brought in a level of sophistication that turned our customer feedback into actionable, measurable improvements to the product and experience. He is also very efficient with his time, it didn’t take long for him to make these improvements, to train the team, and to get us going on his program.
Jon Carder, CEO, Vessel Health
FAQ
What is the difference between CX and UX?
UX (User experience) is a subset of the CX (Customer experience). UX refers specifically to the experience of a product or service, while CX refers to the entire customer lifecycle. That includes marketing, sales, product usage, customer service, and customer success. That is why CX strategy takes a more holistic approach and looks at the both specific moments that matter and the overall customer relationship.