In the connected world, where people and devices are always on, connected customer experiences are so much more than listening and reacting. From your consumer’s point of view, expectations for their needs to be met are extremely high. For consumers, “omnichannel” is another way of saying “wherever I am”, and “experience” means consistent, considerate, and authentic interactions, always.
To compete in the connected age, your business needs to stop thinking strictly in terms of internal needs and focus on meeting customer needs at every step of their journey, from awareness to purchase, engagement to retention. Our digitally-tuned strategy and design team give you access to the multichannel, multi-device, multi-disciplined players you need to move from just producing digital media to delivering connected experiences.
Consider those times you’ve recently interacted with a business. From the first time you heard about it to getting up to speed as a new customer, using their product or service. If you had a question and had to turn to support, if you used their digital product to connect with friends, find information, or get up to speed on a new service, or if you provided your credit card for billing or had to ask someone at retail location for help with an order, each of these steps often seem to be out of sync as you shift from marketing and sales channels to becoming a paying customer, or moving from online to in store, or dealing with support and billing. Often, this disconnect is because the customer journey itself is handled by different, siloed departments, each focused on their area of expertise, and not on your needs as a user.
These departments don’t have a holistic view of your journey. They don’t find, measure, design, and track all those touchpoints to help ensure you’re taken care of. If that’s the state of your business today, don’t worry.That’s our job, and we’re here to help »
Our service design process leads all stakeholders through the steps necessary to deliver a product that helps you better serve your customer while driving users towards your business goals.
We accomplish this by bringing our considerable consumer insight to the table, along with the service design processes, tools, and expertise you can leverage to draw out, measure, and refine the areas of your business that touch your customer.
The key to this approach is a holistic view of your current or prospective customer journey(s), and a process that aligns marketing, sales, service, and support towards delivering a consistent, delightful user experience across each stage of the customer journey. In doing so, we move the needle on key performance indicators, targeting customer satisfaction, user growth, revenue, and team efficiency.