LIQUID CX DESIGNs BRAND EXPERIENCES YOUR CUSTOMERS WILL WANT TO SHARE

Customer Experience
Design & Management

 Digital Leadership & Agile Methodologies

Digital Strategy
& Capability Audits

eCommerce Conversion
& Customer Loyalty

Digital Transformation
& Operating Models

Social Media &
Social Customer Service

Design Thinking & Innovation Workshops

CRM & Marketing Automation

CUSTOMER EXPERIENCE MODEL

Delivering a great customer experience requires business alignment through the organisational structure, operating processes and technology enablement. CX is not just a marketing function. The requirements and complexity below the surface should always be invisible to your customer.  They should experience how easy and efficient it is to deal with your business and ultimately be left with an emotional connection that drives loyalty and advocacy.

Customer Experience Model


CUSTOMER EXPERIENCE METHODOLOGY

The CX methodology outlined below has been proven over many years. It is easily adapted to cater for different categories and can be tailored to large or small projects according to your requirements.

CX Method - 2. Customer Insight

1. BUSINESS STRATEGY

Understand your objectives and current performance by analysing and defining:

Benchmarks – Net Promoter Scores, conversion, churn & customer service statistics, customer lifetime value calculations.

Operational insights and path dependencies.

Available brand touch points.

Competitor analysis and category pain points.

CX Method - 2. Customer Insight

2. CUSTOMER INSIGHT

Audit the current customer experience using observational, ethnographic and qualitative research. Data analysis, web session replays etc.

Map the customer journey including the rational, emotional and social outcomes at each stage of the customer relationship. 

Identify key moments of truth.

CX Method - 3. Experience Design

3. EXPERIENCE DESIGN

Utilise Human Centred Design methodologies to unlock the ultimate customer experience. 

Collaboration with internal departments and specialist partners in ideation sessions and workshops.

Outputs include:

Communications design

Online experience design

Product & Service design

Environmental design

CX Method - 4. Prototype

4. PROTOTYPE

Low cost, rapid prototyping is key to gaining real-world insights that can build a business case for roll-out.  

The aim is to use agile methodologies to reach a minimum viable product for validation through in-market testing or user research.

CX Method - 5. Customer Experience Management

5. CX MANAGEMENT

Delivery that sticks requires commitment on many levels including:

Business case development

Technical specifications

Vendor selection

Marketing automation implementation

Governance & cultural transformation

Measurement & optimisation

DON'T KNOW WHERE TO START?

Auditing your customer experience is the best place to start. Get in touch to discuss the different levels of CX audits available.


CALL TO DISCUSS A CX AUDIT