Experience is whatever the customer perceives it to be – and you can’t manage it completely. What you can do is influence that experience by being very intentional about where and how you deliver your brand promise in order to create hallmarks of the customer experience that create advocacy.
The challenge is to see the experience from the point of view of the customer not the organisation, and to manage the complexity of multiple touchpoints across a number of different channels which make up the typical customer journey.
Your customer experience is built around your brand purpose and promise. We bring together key people from across your business so that all functional areas are involved directly in the creative process of identifying pain points, opportunities and also the hallmark touchpoints that will really differentiate your brand and emotionally engage your customers.
Working in this way makes the experience design real for your business, improving employee engagement and ensuring that the output is something which can be applied in every department and at every interaction throughout the customer journey.