What's included
- ✓CX vision and principles
- ✓Experience standards by stage
- ✓Voice of customer program design
- ✓CX measurement framework
What we measure
- Net Promoter Score or CSAT
- Retention rate
- Customer effort score
Targets are agreed before work starts and reported against a documented baseline.
Where it fits in the system
Customer experience strategy is part of Customer Experience, within Journey. It works best connected to the rest of your growth system.
How we work
01
Conversation
We learn about the business and what you want to change.
02
Discovery
We look at the data, the stack and the journey to find where growth leaks.
03
Proposal
A scope with objectives, measures and a clear first phase.
04
Build and improve
We deliver, measure against the baseline and refine.
Related Customer Experience services
Insights
Go deeper
Customer journey mapping that actually changes thingsMost journey maps end up as posters. How to build a journey map that exposes friction, assigns owners and drives measurable improvement.Read article →ChecklistThe Growth System Audit
40 checks across journey, acquisition, retention and technologyGet it free →WorkbookCustomer Journey Mapping Workbook
A step-by-step template for mapping, measuring and improving your customer journeyGet it free →
40 checks across journey, acquisition, retention and technologyGet it free →WorkbookCustomer Journey Mapping WorkbookA step-by-step template for mapping, measuring and improving your customer journeyGet it free →