Very often our clients realize the need to transform the way people (customers, employees, members, vendors, partners, etc.) engage with their brand, product, or service throughout their entire journey, and at every touch point. This transformation process includes a holistic understanding of customer journeys, employee experiences, business processes as well as the applications, software, technology and architecture that power each touch point. Across marketing, sales, commerce, and service, we help our clients better understand the people who matter most to them, re-invigorate how they engage with them, build brand love, and continuously experiment and innovate.
With insights into your customers’ wants and needs, we build and manage innovative experiences that surpass their expectations. Here is what we are thinking about.
Chances are you can reel off the top of your head examples of subpar experiences you’ve had with some of the world’s most recognizable brands. The most egregious of these customer service failures can go viral, impacting the perceptions and buying decisions of millions of people around the world.
Very recently I stayed at the Courtyard by Marriott. It wasn’t the most convenient hotel for us since it wasn’t close enough to my son’s college. In fact, I was thinking about staying somewhere else next time I visit my son.
Every company’s success depends on its ability to serve the needs of its increasingly empowered customers. Customers can, and will, easily take their business to competitors if they have subpar customer experiences with a brand. This potential loss of customers can help create the sense of urgency required to obtain