Turning Insights Into Action: Mapping Your Path Forward

Our Discovery Phase is the foundation for creating a customer experience strategy tailored to your business. This process helps us uncover your unique challenges, opportunities, and goals, ensuring a clear roadmap for success. Whether you are building a customer experience (CX) program from scratch or refining an existing one, the Discovery Phase is designed to:

  • Evaluate your current processes, tools, and customer touchpoints.

  • Identify gaps in understanding customer needs and behaviors.

  • Develop actionable insights and prioritize recommendations that align with your business objectives.

We don’t believe in cookie-cutter solutions. Instead, our team of experts craft strategies specific to your business’s organizational structure, resources, budget, and customer acquisition and retention goals.

Implementing a new CX Strategy

For businesses starting from scratch, we design a comprehensive CX strategy that lays the foundation for capturing and acting on customer insights. Here’s what we deliver:

  • Customer Feedback Capture Plan: We’ll define a strategy for systematically gathering customer feedback using a variety of channels—surveys, social media sentiment, reviews, and more. Instead of solely focusing on what customers say, we help you see the bigger picture by uncovering how they behave and interact with your brand.

  • Feedback Action Plan: Beyond collecting feedback, we help you develop a strategy to act on it. This includes:

    • Establishing Objectives and Key Results (OKRs) to align the organization.

    • Building a Closed-Loop Feedback System to ensure customer concerns are addressed and resolved effectively.

  • Reporting Framework: We’ll create a system for tracking feedback trends and delivering insights to key stakeholders in your organization.

Optimization of Existing CX Programs

For businesses with an existing CX program, we offer a comprehensive evaluation to maximize its effectiveness. Our 360-Degree Program Review includes:

  • Performance Audit: Analysis of historical performance, including customer satisfaction (CSAT), Net Promoter Score (NPS), churn rates, and other key metrics.

  • Tool and Resource Evaluation: A deep dive into the tools, technologies, and resources you currently use, identifying inefficiencies or opportunities for improvement.

  • Feedback Effectiveness Analysis: We assess the quality of the customer feedback you’re receiving, ensuring it reflects actionable insights.

  • Strategic Alignment Review: Evaluate how well your CX program aligns with your organizational goals, customer demographics, and market position.

  • Recommendations for Enhancement: Deliver prioritized recommendations for improving your CX program’s efficiency, coverage, and outcomes, including streamlined reporting, better resource allocation, or improved feedback workflows.

Outsourced CX / VoC Insights Department

For businesses with limited budgets or lean teams, we offer a fully managed CX solution. Acting as your Outsourced CX / VoC Insights Department, we leverage our expertise, tools, and resources to deliver powerful customer insights without requiring you to build an in-house team. Here’s what we provide:

  • Feedback Collection and Analysis:

    • We deploy tools to capture customer behavior and feedback across multiple touch-points.

    • Perform sentiment analysis, trend identification, and root cause analysis to uncover actionable insights.

  • Prioritized Recommendations:

    • Deliver clear, actionable steps to improve customer experiences, boost engagement, and increase retention.

    • Focus on high-impact areas to ensure ROI, even with limited resources.

  • Custom Reporting and Dashboards:

    • Provide interactive dashboards for tracking real-time insights.

    • Deliver monthly and quarterly reports with executive summaries for key stakeholders.

  • Ongoing Strategy and Support:

    • Conduct regular program reviews and adjust strategies based on evolving needs.

    • Offer support for executive presentations, team training, and implementation guidance.

  • Flexible and Scalable Service:

    • This is a monthly service designed to fit your budget and goals. Pricing is based on the complexity of the program, the volume of feedback captured, and the level of reporting and analysis required.