Solutions | Customers

Customer Experience Management

Smart CX programs put customers front and center in all strategic decisions

You need the best CX management tools, and we’ve got them. But you also need strategic thinking to turn CX data into business results. Great tools combined with a custom solution tailored to your structure, business strategy and previous experience result in successful, sustainable CX programs. CX has been a cornerstone of our business for decades. We know what works, what doesn’t, and how to turn CX into business strategy.

Build your customer experience (CX) program from the bottom up to meet top-down needs

The world’s best CX programs share three traits: They are holistic—the program design considers every way customers experience your brand; consistent—steady measurement, analysis and communication produces highly valid results; and actionable—the program delivers the right information to the right people at the right time.

They’re also built from the bottom-up to meet your top-down needs. Our CX solution builds up from specific interactions, giving each role in your organization the level of information needed to monitor performance and drive change. It accounts for your organizational structure, business strategy and previous CX experience, delivering real business results.

Developing a fully integrated CX program follows a five-step approach

Who & What: A holistic CX program begins with a deliberate design that identifies the right components, including relationship, customer touchpoint and/or competitive surveys.

Design Decisions: Great study design should be rooted in consistent execution, alignment around a core metric, and a positive survey experience.

Implementation: A well-designed closed-loop system requires extreme attention to detail. Our customer transaction feedback system delivers actionable information about detractors to the right people fast enough to remedy the situation and retain the customer.

Evaluation & Evolution: After achieving a steady state, we monitor, assess and pivot as your organization evolves to propel your brand forward.

Consultation & Insight: The heart of our approach is Impact Modeling™, which identifies what is critical to your customers and reveals the motivations behind their loyalty, so you know which levers to move—and how far to move them—to improve your outcomes.

Turn your CX program into business strategy.

Ask about our customer experience management research and consulting.

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