Customer Experience

Improve every facet of the customer experience

Your Needs

Your customer experience has a direct impact on overall loyalty and future purchase behavior. We look at the combined intersection of product, service, and company image performance against customer expectations and how this compares to your competitors You’ll have a complete view of how well you are delivering against the need.

We work with you to:

  • Identify drivers of customer value on product, service, and company attributes
  • Leverage points of differentiation and fill performance gaps
  • Map the buying process and customer journey
  • Define customer experience with the goal of improving performance
  • Measure customer loyalty and retention rate
  • Clarify key experience drivers to better align with internal measures

Typical Program Elements

  • Customer Journey Mapping
  • Company image evaluation
  • Customer expectations assessment
  • Company & peer performance analysis
  • Value-based customer segmentation
  • Customer loyalty design & delivery
Case Study

Customer-Facing Strategy in Roofing

A leading roofing wholesaler was losing share in several of its key markets and needed an updated view of its value drivers to increase retention and regain share.

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A market-based customer-facing strategy will consider distinct customer segments with different needs from suppliers. We can provide insights and recommendations to improve the customer experience and create lasting relationships based on delivering value.

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