Designing For Every Customer Touchpoint:

Many companies spend a lot of time acquiring the customer—designing a brand identity, creating brochures, building websites, perhaps even sending out a Tweet or two.  Unfortunately, not enough companies are spending equal amounts of time putting forth efforts to retain their customers.

Once the contract is signed or the product purchased, the customer transforms into an “account” to be managed for profitability, and not treated as a long-term relationship that should be nurtured and grown. Customers, happy customers, are worth their weight in gold. Not only do they bring ongoing, recurring revenue but they become powerful referral sources attracting new customers and new streams of revenue. On the flip side, unhappy customers are detrimental to your bottom line, and can easily cause direct lost revenue as well as pass along negative comments to other potential customers.

The key to creating happy, loyal customers is to design for exceptional service delivery at each and every customer touchpoint. Starting with marketing and sales, but then moving your efforts to focus on customers service, operations and human resources.

For example, the key to great customer service is not efficient call scripts or expensive phone systems, but instead the attitude and personality of the person taking the phone call. There is no system in the world that can fake a smile. Great customer service employees are a combination of hiring practices, company culture, training and, yes, giving your staff the tools they need to perform their job better.

Leveraging user-centered research and design techniques, we help companies create better customer insights that in turn are used to design a stronger customer experience at each and every touch point. Through workshops, training, and communications planning, we collaborate with companies to empower management and employees to architect and build their own sustainable customer experience movements.

Learn more about our process by reading about Phase 1: Customer Experience (CX) Research >>>