Customer Experience Strategy

Leveraging customer experience for competitive advantage


In recent years, businesses have been placing greater emphasis not only on getting customers ‘in the door’, but also optimising the experience they have once a relationship is established. Customer experience presents an opportunity for differentiation, it can drive loyalty, increase value per customer, and can encourage referral so that your existing customers become your most powerful marketing tool.

Whether you’re in B2B, B2C, commercial enterprise, not-for-profit, or even government, the experience you deliver can either generate significant advantage or act as an Achilles heel for your organisation.


Mapping the customer experience

We can help you map the current customer experience and design the ideal customer experience, with a strategic roadmap for how to get there.

This process typically involves:

  • Customer journey mapping – Visualising every customer interaction from their perspective. From prospect to initial contact, through to ongoing relationship and point of churn.
  • Stakeholder engagement and mapping – Understanding current attitudes and behaviours among all relevant stakeholders (both frontline staff and those behind the scenes) and how the different stakeholder groups interact to deliver the overall experience.
  • Process and systems mapping – Evaluating the systems and processes that contribute to and deliver the customer experience.
In developing the customer experience strategy, we conduct a gap analysis regarding how well the needs and wants of customers are currently being met, we identify opportunities to optimise the experience to deliver strategic advantage, we help you to prioritise which initiatives to focus on in the short vs. long-term, and we provide a framework regarding the capabilities (people, processes etc.) required to deliver.

Talk to us today about how delivering a better experience can help you to get ahead.

Related services we offer include

Market research

Building on the customer experience strategy, we can develop a research program to help you track customer satisfaction over time, allowing you to measure how effectively the strategy is being implemented. Read more.

Customer journey mapping

Paint a clear picture of the different moments and touchpoints where people connect with your organisation, so that you can pin-point where to focus investment. Read more.

Workshop facilitation

We design workshops to create the highest possible levels of engagement and achieve the desired outcomes, with stakeholders of all levels. Read more.

Strategic planning

We can work with you to develop a roadmap that outlines goals, objectives and the initiatives, responsibilities and timelines that will see the organisation achieve these objectives. Read more.

Data analytics & strategy

We can help you transform your organisational or third-party data into a powerful decision-making tool. Read more.

Contact Us Today

Interested in finding out more? We would love to hear from you! Fill in the form and we will be in touch!

Location Details

Melbourne

 Level 9, 401 Collins Street,
Melbourne VIC 3000

Perth

  Level 1, 91 Havelock Street,
West Perth WA 6005

Sydney

  Level 12 64 York Street
Sydney NSW 2000