Customer experience

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Customer experience

What is it?
Why do we need it?

What are your customers saying about you? How do they compare you to your competitors?
Have you considered what poor customer experience is costing your organisation?
Does everyone in your organisation’s value chain understand how they impact customer experience?
Are you confident that implementation of your customer experience strategy is maintained consistently at every touchpoint?

Our customer experience solution are designed with each touch point in mind ensuring that everyone in the organisation understands the impact of their behaviour and how they contribute towards long-lasting customer satisfaction.

What does it look like?

Environment maps

Each customer experience programme is carefully constructed around a series of learning maps, cards and other visual tools.

The environments maps are used to explore the complex worlds we operate in, explore customer journeys and scenarios to further the learners understanding of their role and impact on the customer. Through exploration and conversation using the maps and visual tools, the learners are able to shift their understanding and close knowledge gaps.

Touchpoint mapping and cards

The touchpoint mapping process is integral in illustrating the key touchpoints and their impact on the customer. Maker cards (positive scenarios) and breaker cards (negative scenarios) cards are used to identify key behaviours that would either enhance or detrack from the overall customer experience.

Facilitator support and reinforcement

All phases of the project are supported by comprehensive facilitator guides and reflection activity guides (huddles), as well as a series of supporting infographics and visuals to help reinforce the knowledge. The facilitator guide details how to run each activity using structured conversations as well as the tools to support the learning experience.

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Customer experience

Customer experience

What is it? Why do we need it?

What does it look like?

Environment maps

Touchpoint mapping and cards

Facilitator support and reinforcement

What is it?
Why do we need it?