LIQUID CX DESIGNs BRAND EXPERIENCES YOUR CUSTOMERS WILL WANT TO SHARE
Design & Management
Digital Leadership & Agile Methodologies
& Capability Audits
& Customer Loyalty
& 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 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.
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.
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.
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.
Online experience design
Product & Service design
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.
5. CX MANAGEMENT
Delivery that sticks requires commitment on many levels including:
Business case development
Marketing automation implementation
Governance & cultural transformation
Measurement & optimisation
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