Add Research Dimensionality
Add Project Bandwidth
Identify Client Opportunities
Experience Investigations
Customer Interviews
Journey Maps
We take a comprehensive look at your client’s experience from the customers’ point of view. We act as a customer when we can and experience what they do with our trained senses. We conduct internal interviews, reviews of communications, customer support interactions, communications, online capabilities, and customer interviews.
Walk the customer’s journey
Document the rational, emotional, and subconscious aspects
Gather experience evidence
Interview stakeholders
Deliver insights and recommendations
Pricing Variable on Scope
We know how to get customers to open up about the experience. We peel back the onion to reveal how both the rational and hidden aspects of the experience impact how they feel about working with your client. There is a richness of detail that can’t be obtained in surveys. These conversations can be short but very revealing.
Explore the customer’s journey
Inventory expectations & motivations
Document the rational, emotional, and subconscious aspects
Uncover the elements of value
Deliver insights and recommendations
Pricing Variable on Scope
We create a multi-dimensional look at the overall customer journey or parts of it. We validate this work with customers and stakeholders and point out actionable opportunities to level up the experience in places that are both weak and strong. We identify the emotions that will bring value to both the organization and the customer.
Understand the customer’s journey in many dimensions:
Expectations
Actions
Emotions (including Peaks and Valleys)
Subconscious Clues
Pivotal Opportunities
Provide insights and recommendations
Ideation and Planning
~ Pricing Variable on Scope ~
Research Services
We can act as a valuable extension of your team…
We bring a CX orientation with a sensitivity to the emotional / subconscious experience