Are You Ready?
Delivering an irresistible customer experience is the next competitive frontier.
- Is your customer experience
strategically designed or is it left to chance?
- Do you deliver memorable moments or can customers get the same experience from
your competitors?
- Is your whole organization
focused on providing a great customer experience or only your front-line
people?
Customer Experience
by Designä
(CED) can bring value to
your organization and help elevate your customer experience. As the
world gets smaller and competition goes global, only those organizations
that create and provide a remarkable, compelling experience will command
profitable growth and customer loyalty.
Customer Experiences are 24/7
Every minute of every day,
your company delivers customer experiences - online, over the phone, in the
store, through the media and by word-of-mouth.
Customer experience is the sum total of the interactions a customer has with
your products, people, processes and environments - both the tangibles and
intangibles. An experience may last a few seconds or a lifetime, but in either
case, the customer is left with an impression, a feeling, an emotional reaction.
Customer
Experience from a Different Perspective
We are not a large consulting firm or a mystery shopping program. Instead,
consider ourselves Customer Experience Mavens, skilled observers and catalysts
for positive change. We are a unique piece of the customer experience puzzle
with an outside-in approach that is qualitative, personal, emotional and
action-oriented.
Customer Experience by
Design identified a number of areas
where the Club needed help. As they say, "it's the small stuff that counts
the most." At the Bankers Club, we made some small, quick fixes (and some
longer term improvements yet to be implemented) which have served to enhance
the Club experience for our members. I would recommend [the CED] team to any
business.
~~T. William Kelleher,
President of Bankers Club, Cincinnati, OH
|
Experiences are
Dynamic, not Static
Let’s
face it…the days of simple selling are over. Providing good products and
services isn’t enough anymore. Customers today are looking for more than
convenience and choice; they are craving engagement, education and
entertainment. They are demanding memorable experiences that are emotionally
authentic and delightfully surprising.
What excites customers today will be expected tomorrow.
CED is the
Catalyst
We can help you understand where you are today and where you want to be
tomorrow.
We are confident that
closing the gap between the inside perception and the outside reality of your
customer experience will create a positive return on your investment.
With an outside-in approach,
we...
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Help companies
design emotionally authentic customer experiences that drive enterprise value
and create avid promoters.
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Provide an
outside-in view of an organization’s current customer experiences — first-hand
and unfiltered.
P
Help businesses
elevate their customer experience using an approach that is qualitative,
emotional and action-oriented.
P
Recommend action
strategies for designing experiences where customers feel valued, engaged, and
delightfully surprised.
P
Create a catalyst
for positive change.
Why CED
is different...
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Customer
Experience by Design helps you understand where you are today and where you want
to be tomorrow.
P
Our Customer
Experience Mapping Tool evaluates the social, emotional, intellectual and
physical components of your current brand experience using an
emotional/psychological-based value system.
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We evaluate how
your experience meets the “customer hierarchy of needs.” (For example, does your
experience solve a customer’s problem or give emotional satisfaction?)
P
We are “authentic
customers” who capture your “state of the moment” experience – first-hand and
without filters.
P
We recommend
immediate and long-term action strategies that will significantly transform your
experience. (Do it now! is our motto).
