Client Need

The 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 for you and your peer set against customer expectations to develop a view of how well you are delivering against the need. We work with you to:

  • Identify drivers of customer value on product, service & 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

Client Impact

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.

Typical Program Elements include:

Company Image
Customer Expectations
Company & Peer Performance
Value-Based Customer Segmentation
Customer Loyalty Design & Delivery

Case Studies

Market Position and Customer Experience Assessment in Commercial Roofing

Situation: A specialty roofing manufacturer felt it was not leveraging its overall market position as… Read More

Customer Service Strategy in Flooring

Situation: A leading flooring wholesaler was losing share in several of its key markets and… Read More

Printable View

A printable version of our customer experience capabilities is available for download.

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