What is CX?
Customer experience (CX) is the value of an interaction between an organisation and a customer over the entire duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touch-points the customer interacts with, and the environments the customer experiences (including digital environment) during their experience.
CX optimises value
Customer Experience focuses on optimising value, meaning that in the facilitation of your CX journey, we use a cross-departmental lens to identify how your organisation, brand, or product can increase its value to the marketplace.
Common issues that we help to solve through CX
We can help with solving problems at all stages of the customer journey. Whether it's cart abandonment, brand awareness, cancellation rates, CAC, product-market fit, customer loyalty, or customer value, CX is a process that enables you to identify your growth opportunities and implement strategies that are scalable and are accountable to a positive ROI. Some examples of how we can help are:
"Translating" your product or service value to your customer
If your organisation is having trouble articulating its value proposition and connecting with customers, then our expertise on brand experience and go-to-market fit will help.
Having a poor post-sale experience
High cancellations and/or customer churn? That can be expensive. A large component of our work focuses on optimising post-sale experiences to turn customers into loyal advocates.
Trouble attacting customers
If your organisation's funnel isn't firing as effectively as it should be, then it's time to view your problems through a CX lens. CX enables you to create effective, value-laden acquisition funnels that decrease your CAC and drive scalable growth.
"I'm acquiring customers, but no-one is using my product"
If this is a problem, then you likely have poor product-market fit. We have assisted multiple startups, small businesses, and enterprises optimise their product-market fit through a CX framework.