Customer experience is the new black.
Modern marketing is becoming more customer-centric than ever before, and for good reason. By focusing on delivering remarkable experiences, loyalty grows. And increasing customer retention by even 5% can increase your bottom line by 25% to 95% (Harvard Business School). We all know that it costs far less to retain a customer than win a new one, so what are you doing about it? For B2B and B2C brands, this is the next frontier of growth.
“When asked, 80% of CEO’s believed their company
provided an excellent customer experience.
Only 8% of their customers agreed.”
We Don’t Know What
You Don’t Know
Your customers have a gift for you – feedback. It’s the sole source of understanding how brands can be better, while identifying where to improve CX or double down on winning strategies already in place.
Through consistent measurement and feedback loops, learn valuable insights from current customers that translate into the next generation of brand ambassadors. We help clients by:
Conducting qualitative and quantitative research with existing customers
Building feedback mechanisms into existing customer interactions for continual analysis
Translating research insights into opportunity
Mapping the buying journey and identifying opportunities to remove roadblocks, improve customer experiences and disrupt the status quo
Why it Matters More Than Ever Before
Loyal customers share their love of a brand with others. But dissatisfied customers share even more, and in a hyper-connected digital world, word spreads like wildfire. Empower champions to share their story and head off the disenfranchised at the pass. We’ll show you how.