THE CHALLENGE
What does your customer expect when working with your firm and what are they getting? That is a very hard question for most firms to answer. There is no shortage of service failures to analyze. But transaction analysis doesn’t tell the whole story. Neither does C-Sat or NPS. The client's challenge - they were inundated with pain points and project requests but lacked direction about what would really make a difference to customers.
CUSTOMER JOURNEY & THE EXPERIENCE GAP
THE SOLUTION
With just the right amount of primary research, we were able to characterize the customer's expectations. We teased out moments that matter most in their journey - their journey to research, select, buy and use. We crafted an experience vision and a project portfolio to close the gap between expectations and experience.
Strategic leaders were able to unite around a common customer experience vision and have confidence committing resources to it.
THE IMPACT