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Helping forward thinking companies to put the customer at the center of their business to drive meaningful and measurable business outcomes.
Turn Customer Experience Into Business Value
The Customer Experience Initiative is a CX consulting firm founded on the principle that to be sustainable, companies need to put the customer at the center of every decision. We don’t focus on customer experience for the sake of customer experience. Instead, we focus on using improved customer experience to reduce cost, unlock revenue and drive loyalty.
We also know that to be successful, customer experience needs to be “tops-down” and leader led. Focusing on customer experience almost always starts with a cultural shift. CX can’t be something you do, it needs to be a company-wide initiative– A Customer Experience Initiative.
Our mission is to help you create a Customer Experience Initiative for your company that scales to your needs and creates measurable business value.
Most business leaders struggle to balance near-term business objectives with the long-term investments in Customer Experience. Our approach is to help identify areas where CX issues introduce friction and then work with our clients to remove those points of friction to drive business value– by removing unnecessary costs, unlocking potential revenue and driving loyalty. We call this The Triple Crown.
A key part of driving a Customer Experience Initiative is identifying ways to create a customer centric culture that is part of the larger culture in your organization. This starts compassion and mapping those behaviors to your most critical business outcomes. Years of experience have also taught us that success is predicated on your team members have the skills and capabilities to understand customers issues and then take action.
Building scalable business starts and ends with helping customers. We can help you build programs that ensure that customers are getting the outcomes they expect. This helps improve the experience for the individual customer but will also help make changes that help your broader customer base. With clear metrics, this work becomes the basis of documented case studies which are not only an important sales tool, but are also key to driving more customer success at scale. .
Great products and services have a clear value proposition that solve real customer problems and exceed expectations. We are experts in identifying and understanding customers wants and needs and building, testing and refining value propositions and product plans. Not only will we help create these strategies, but we will train your team on best practices as we go.
Contact us for a free overview today!