About

We – that’s Lis and Diana – manage every project personally. We also work alongside a team of CX/UX professionals who contribute significantly to every project success. That said, our work is collaborative, and we can’t be successful without your expertise. So we also need you!

We specialize in retail/e-commerce; our bread and butter. However, we have experience in tech, manufacturing, consumer goods and services, insurance, and financial services. We partner mostly with executive leadership and guide their teams from across their organizations including sales, marketing, customer service, customer/user experience, product, IT, and operations.

As your challenges are unique, our approach to you is unique. We adapt our proprietary 10/10/10 framework to your business goals and customer challenges.

We usually recommend signing up for the first 10 days of our 10/10/10 approach. In those first 10 days, we work to understand existing challenges, review any available data, and interview the stakeholders. This will help more accurately define an engagement length and cost.

As a general guideline, engagements take at least 6 – 10 months; some of our most successful projects have lasted 2–3 years! CX and UX initiatives take time to develop and scale within an organization, so we favor longer-term engagements.

Explore our services

We work with companies of any size that have limited CX or UX resources. Our ideal clients are either mid-tier firms grossing above $30 million in annual revenue who need CX to differentiate themselves, OR smaller companies grossing at least $10 who are looking to establish a CX practice that works for them.

A typical client could have an in-house CX team (or any other customer-focused team) that needs guidance and validation from experienced CX/UX professionals, or it could be an organization that wants reliable CX expertise without the expense of hiring an in-house team.

Most of our clients are in retail/e-commerce, but we’ve partnered with companies in consumer goods and services, financial services, IT, insurance, manufacturing, and retail/e-commerce. However, our tools/processes are industry agnostic.
If the above doesn’t describe you, we can still help you. Let’s chat!

We use our proprietary, custom 10/10/10 process, data, and years of experience to help you design the products, services, and systems you need for a great customer experience. How we do this is different for each of our clients. 

We’ve worked with clients on overall CX strategy that evolves into a high-impact, tactical roadmap that either our team, or an in-house team, executes. We’ve also helped clients assess and improve their customer service teams, gather customer insights, improve employee experience, uncover new customer loyalty avenues, as well as improve the user experience of their product/service through creative redesigns, and many more. Check out our services to learn more.

If the above doesn’t describe your goals or challenges, we can still help you. We treat every project as unique, and tailor our process to your needs.  Let’s chat!

We start with projects, but build relationships. Our clients become our partners because we consistently deliver value and results. Here are a few additional things that make us different: 

• We measure before cutting by focusing on CX Metrics and relevant benchmarking
• We set a solid foundation before building by tackling the basics first, and progressing to CX delight only when the foundation is solidly in place  
• We know retail, with the founding partners’ combined  30+ years experience 
• We unlock your team’s CX potential by helping existing teams build on their skills
• We avoid long training sessions, instead choosing to focus on productive working sessions with clear goals and results. 
• We are well versed in taking complex systems, breaking them down into manageable building blocks, and reassembling them into a holistic customer experience. 

Sure, we can make your technology look “pretty.” But, that’s not what makes the customer or user experience great. We take a rigorous approach to researching customer needs, understanding business goals, and working within technology constraints to create the best customer experience possible within your ecosystem. 

Learn more about what makes us different here.

All recommendations we make are backed by research and facts. At the start of every engagement, we examine the data you already have and direct you to any supplemental data you may need. We use a combination of quantitative data (from A/B testing, surveys, analytics, metrics tracking), and qualitative data (from competitive analysis, customer/stakeholder interviews, observational studies) to assess customer/user needs, find gaps, and refine business needs. In addition, throughout our partnership, we consistently track relevant metrics to assess your (and our!) success.

“Meaningful customer connections” simply means that your interactions have value to their intended audience. We work with you to apply our 10/10/10 program to your organization. This orients your business mission, operations, shared internal language, and products/services towards the humans – customers, employees, and partners – that interact with your company.

Our approach is industry, business, and problem-agnostic. It centers on people – and every industry, business, or challenge involves people.

We’re always happy to discuss how our process can apply to your specific industry, business, and/or goals. Set up a free 30-minute introductory call today to find out how we can help you tackle your toughest challenges.

We cover the basics of the Customer Experience field in our article series CX 101. And we’ve published an in-depth look at the CX by Design process, too. Plus, we often talk about our process and our projects on our CX by Design Ideas blog.

You can also get to know us by subscribing to our 1x/month newsletter or following us on LinkedIn.

Of course, the best way to learn about us is to ask! Let’s chat.