Customer Journey & the Experience Gap

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. 

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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. 

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THE IMPACT

Strategic leaders were able to unite around a common customer experience vision and have confidence committing resources to it.