Our Impact:
66%
More customer engagement
Concrete CX roadmaps with practical outcomes per any vertical, and across the company
988
Person-hours saved
Use CX to help your brand thrive in retail/e-commerce
New technologies. Changing consumer needs. Evolving workplace and employee needs.
It’s not easy being a successful brand leader and/or profitable retailer; either way, CX holds the key to your business thriving. We’ve helped many well-known brands like Gore, REL, Manduka, and others craft a feasible CX roadmap and/or create a CX playbook to progress business for years to come.
We help you combine the right technology with optimized business processes and a firmly human-centric strategy. The result? A business model that works for your customers, employees, and your bottom line.
The CX by Design Approach
Defense – Customer Service
(Reactive, something went wrong)
Offense – Customer Experience
(Proactive, “Welcome to our store”)
Our 10-10-10 System kicks off every partnership with an 10-day introduction to your business. We learn more about your business goals and employee and customer needs. Together with your team, we find potential gaps and prioritize what to work on next.
The next 10 weeks are spent working with your team(s) to address identified, high-priority CX issues. We guide them to solve CX challenges with a customer-first mindset.
By the end of month 10, in-house teams have established foundational customer and employee experience programs, and be trained to spearhead CX across the organization.
We are consistently available, open to new ideas and communication throughout our partnership with you.
For an in-depth look at the 10-10-10 System, check out our article series on the CX by Design Process.
What you can expect from us
There’s no one-size-fits-all approach to a great retail customer experience. Whether you’re looking for guidance for your existing teams or want to outsource your CX challenges to an experienced team, we create customized plans that enable your business to:
- Identify opportunities and growth areas unique to your brand of retail.
- Use HCD fundamentals like research, metrics, and empathy to understand your customer needs.
- Create robust, scalable, and repeatable CX strategies you can implement now.
- Streamline processes to improve customer loyalty and employee engagement, and reduce duplicate efforts.
- Provide employee CX support and training to increase engagement and company revenue.
Our 10-10-10 System Delivers
Better customer engagement
Greater employee satisfaction
Better customer engagement
Enhanced productivity
Improved revenue
Streamlined processes
Want an in-depth look at CX Growth?
For a deep dive into how we can help retail companies bring the employee and customer experience to the next level – and boost their efficiency and revenue – read our whitepaper.
Our tailored retail and e-Commerce solutions come in two flavors:
Advisory CX
If you want to …
- Coach your current CX team
- Build a new CX team (and strategy)
- Train any business team in CX best practices
- Inspire CX adoption throughout your organization
… our Advisory CX services are for you.
Learn More
Fractional CX
If you want to …
- Outsource the bulk of your CX functions
- Establish CX without adding overhead
- Solve immediate CX challenges
- Scale your CX program
… our Fractional CX services will meet your needs.
Learn More
How can we help you thrive?
Want to help your company thrive using the principles of human-centered design? Our FREE 30-minute introductory session will get you on the right path!
Schedule your free consultation
