Services - Customer experience design

With your customer promise defined, the next step is to identify what needs to happen, end to end and at each customer touchpoint, in order to hit the sweet spot for target customers

The aim of a customer experience strategy is to influence the buying behaviour of your most strategically valuable customers. The goal is to make them more loyal. The experience you deliver every day, through every touchpoint, tangible or intangible, either builds value for your brand or damages it. The sum of all these touchpoints is the customer experience. It defines what you stand for as an organisation and shapes how customers think and feel about the your company.

With your customer promise defined, we utilise the latest thinking in behavioural economics and work with you to identify what needs to happen at each customer touchpoint to deliver the Promise in a way that is unique to you and valuable to your customers. Delivering consistently at each touchpoint is important. We know inconsistency causes customers to defect. We also know that the consistent delivery against customers’ functional needs is not enough to drive true loyalty. True loyalty requires an emotional connection as well. When businesses engage with customers both functionally and emotionally, over time, customers become loyal and will willingly recommend the organisation to friends, family and colleagues. And we know that loyalty and advocacy leads to increased revenue growth and profitability.

For some companies the customer experience is intentional, for others it’s left to chance. Don’t leave it to chance

Discover more

If you would like to discover more about how cp2experience, a customer experience consulting and training company, could help you shape and deliver your organisation’s customer experience, contact us today:

+44 (0)1932 590282 or email info@cp2experience.com

Other services

Customer experience health check Customer insight Customer promise development Customer experience design Organisational alignment Bespoke training & coaching Internal communication Motivational speakers, workshops & events Digital & creative solutions Measurement

Our clients

Our experience covers both b2b and b2c across retail, telecoms, financial services, hospitality, transportation, business services and technology sectors in the UK and overseas. Here are some of the clients we have worked with.