Customer Experience
“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
– Maya Angelou
Customer Centricity = Increased Profitability
Working with Highdive, business leaders know what their customers **really** think about their company at each stage of the journey, and identify defensible, actionable steps they can take to get out of their own way — and put the customer at the center of the organization.
Shouldn’t a customer-centric organization experience start with the customer?
- an aligned, strengthened brand,
- improved profits through increased conversions and reduced churn,
- an improvement in business process that customers find awkward or inefficient.
Ours is a proven, methodical approach
Clear user goals and benchmarking = measurable approach aligned with strategic goals
Researching target audience behaviors and expectations = effective calls to action >> increased conversions, reduced churn
Observing behaviors = true feedback and sometimes mind-blowing insights
Two-way communication, putting customer at center of organization = brand loyalty and affinity >> increased profits
"More than 80% of CEOs believe that they are providing a superior customer experience, yet only 8% of their customers agree."
–Bain & Company
Methods
Benchmarking / Strategy
activities and resource allocation required to deliver intended experiences that meet or exceed customer expectations
Customer Journey Map
diagram that illustrates the steps your user(s) go through in engaging with your company
Focus Groups
users provide perceptions, opinions, beliefs, and attitudes towards a product, service, concept
Ethnographic Research
observe society from the point of view of the user
Online Surveys
gather a host of information regarding a particular subject
Card Sorting
organize topics into categories that make sense
Competitive Analysis
assessment of the strengths and weaknesses of current and potential competitors
Action Planning Workshops
prioritize recommended initiatives according to customer benefit, business impact, and level of effort
Governance
organizing framework for establishing strategy, objectives and policies for the corporate CX program
Customer Experience Strategy Projects
