Customer Experience
To understand what’s going to work for your brand, we need to understand the people who buy from you.
To understand what’s going to work for your brand, we need to understand the people who buy from you. When we know their needs and desires, we can start to shape where and how they meet you. We’ve had customer experience consulting in-house at the agency for over six years; here are some of the skills we apply for our clients.
Customer Experience consulting
- CX vision & values
- Search Insights
- Digital Listening
- Service Mapping
- CRM Consulting
These foundation skills allow us to see the big picture. The whole customer journey, across every platform, from online to in-store, and understand what it takes behind the scenes to make it happen. Our consulting skills can help us to understand how people’s needs might unite seemingly disparate audience segments, work out just the right time for you to get in touch, or find the niggle that is preventing a smooth checkout online.
Research
- Qualitative
- Quantitative
- Media Auditing
- User testing
Research helps us to make better decisions about what to change: it validates (or disproves) hypotheses about behaviour so we can be more confident about new ideas. Sometimes, it can reveal completely unexpected insights that lead to bold, innovative new solutions. We blend research methods to give us a perspective on what people say versus what they actually do (which are often very different) to give us a sophisticated picture of needs and expectations.
Experience design
- Needs-based profiles
- UX Strategy
- Prototyping
Theory isn’t much use without practical application. Designing how you meet your customer, informed by data and delivered with just the right tone on the right platform, is where the rubber meets the road. We ensure that you have the support in place to make these interactions effortless, while helping you to build up a more detailed customer view along the way.
Don’t just take our word for it
Discover the latest results we’ve delivered for our clients.
DEVELOPING SERVICE DESIGN BLUEPRINTS FOR PRET
How we improved the end-to-end customer experience for Pret’s delivery and collection service.
Read more
TAKING A NEW APPROACH TO FELD’S CX DESIGN
How we redefined Feld’s CX design and created targeted communications that worked.
Read more
REIMAGINING MAZDA’S CUSTOMER JOURNEY
Creating a new customer experience roadmap to boost Mazda renewal rates.
Read more
CHAT TO US
Have a project you’d like to talk to us about?
Contact Eliot Sykes, Head of Customer Experience
eliot.sykes@krowgroup.com
