Customer Excellence
We live and work in an environment driven by experience. How well you connect with and engage your customers, employees, and stakeholders can be your single biggest competitive advantage.
Excellent customer experience begins with an expansive understanding of a customer’s needs, behaviors, and motivators— and the multitude of touchpoints they have with your company. Everything from employee engagement to customer service to the nature of your brand online and off impacts experience. Digging deep to analyze and interpret the things that matter both now and in the future and then putting it all together to form rich, impactful experiences with customers is what drives business results.
Our aim is to work closely with our clients to help them understand where to start, the impact of their initiatives, and how to realize the return on investment. Also, how to keep a customer experience program alive and working for you through the engagement of your own people in the process.
Our Approach
Our approach drives innovative customer experiences by igniting and engaging the employee base to define, design, create, and measure a customer-centric culture. We believe that the entire organization needs to understand and rally around their role in delivering on the CX strategy — from marketing to IT to human resources and beyond. Some of the very best ideas for amazing customer experiences come from the minds of front line people who interact with customers every day.
We tap into their creativity and knowledge to develop strategies and frameworks that look across all channels to provide connected experiences. Our approach ensures employees step out of their day-to-day, internal mindsets and departmental silos to see their brand from a customer’s perspective. We define and prioritize key experience improvements that are tied to “critical moments of truth,” all to help our clients gain and retain loyal customers while driving long-term business results.
Our Customer Excellence Capabilities
- Customer experience assessment, strategy, and road mapping
- Customer data and insights, research, and VOC programs
- Customer experience design and end-to-end journey mapping
- Customer-centric culture development
- Employee engagement and experience strategies
- Digital customer experience strategies
Featured Offerings
Accelerate your CX with our CX Quick Start. This 6-8 week engagement leverages the participation of your own employees in an on-site CX workshop to create an end-to-end customer journey map. From there, we help you build a CX roadmap and a clear, actionable path for moving the needle on your customer experience.
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Danyel LaGow
Customer Experience Practice and Marketing Director, CCXP
Danyel is a seasoned customer experience leader and Certified Customer Experience Professional (CCXP), helping guide enterprise-wide teams in the technology, healthcare, and insurance industries for more than 19 years. Her approach is dedicated to customer experience—working with organizations to build strategies and frameworks that put the customer squarely at the center. She is passionate about helping her clients crack the status quo to meet the needs of their customers in new ways and engaging employees along the way to foster a customer-centric culture. When she’s not creating customer excellence, you’re likely to find Danyel with her family, volunteering with her kids’ activities, or finding ways to enjoy the outdoors in the sunshine.