Design & Map Your Customer Experiences
Create a smooth ride for your customers from the top of your sales funnel down to where your brand ambassadors live.
You may think it’s easy to purchase your products or services, but…
Do you truly understand the actual experience you are delivering?
Not having a clearly defined CX purpose, plan and strategy and taking a haphazard approach to managing CX leads to a lack of consistency and poor experiences.
Are your customers jumping over hurdles and experiencing frustration?
Failing to adequately and proactively address concerns, fix delays or remove obstacles in your customers’ journey could damage your relationship with them.
Are your processes for servicing customers in line with customers’ expectations and clearly understood by your teams?
A lack of understanding of how your customers should be served could be making it harder to do business with you.
Are you truly meeting, far less exceeding, your customer’s expectations?
You have to know your customers’ expectations at every point in their journey in order to meet, far less exceed them. Without their perspective, you leave blind spots and inevitable experience gaps.
Our Experience design service will improve the experiences you deliver and create meaningful moments with your customers
See positive results after experience design
Start the culture shift, and break down the silos
Get a clear picture and understanding of the Customer’s Experience across multiple teams that impact the experience, not just customer facing roles.
Flip the mindset from inside-out, to outside-in
Flip the approach and thinking: go from internal focus to customer-led decision making.
Shake up business usual: Change the way you work
Establish a CX-centred framework and structure for a sustainable approach that’s integrated into everyday operations.
How did it come to life for our clients?
The client approached us with concerns about their newly launched product not meeting their expected benefits. Customers showed little interest and the value wasn’t apparent. Exco was assigned to analyze the current product and experience and propose a new direction. After implementing changes through the Experience Design service, the re-launched product achieved remarkable success with the following results.
WHAT WE DID:
Restructured the commercial offering based on an analysis of customer needs
We created a prioritized list of suggested improvements aimed at enhancing the customer experience and driving sales in the long run.
Mapped the journey and design customer communications and all digital experiences related to it
We crafted an optimal customer journey and communications strategy that encompasses all touchpoints and digital experiences throughout the entire journey.
Worked side-by-side with the team to operationalize the journey improvements
We employed an agile approach, leveraging cross-functional teams to facilitate the successful implementation of the enhanced product experience.
THE DIFFERENCE IT MADE
19-Point increase in Net Promoter Score (NPS)
Meeting customers’ expectations encourages them to tell their friends.
35% increase in daily product sales/sign-ups
Making the purchasing experience simple and easy for customers brings better results
25% increase in revenue
When customers’ expectations are met, they increase sales and revenue
The Food Hall team contracted exco before our launch to market in 2022 to help us to proactively and intentionally design the experience we wanted to deliver to our customers. Exco used their tools and methodologies, specifically Customer Journey Mapping and CX Strategy and Foundation framework models to set the foundation for CX-Driven growth for our new business. Exco's CX work and expertise helped us to take a structured approach to designing and managing our customer's experience in a differentiating and sustainable way. They are experts in their field and are very passionate about the work that they do. Exco were always very flexible in meeting our demands and delivered their scope on time.They take a hands-on approach and pushed our teams to make that mindset shift to customer-centric rather than process-centric. I strongly believe in their ability to accomplish their client's goals and purpose and I will happily recommend their services for anyone that is looking for a professional partner.
WOW! What a result. The project was more than I hoped for and it's great to see our internal and external research validating the customer centric approach and the opportunity we have available to us. Working with exco was brilliant. They have really brought our CX program to a new level and have given us an understanding of what we need to do going forward. They make hard work fun and ensure actions and promises are fulfilled. They are truly customer obsessed and know how to get a group of people all running in the same direction.
We first contracted exco to do experience design and were blown away by their tools and methodologies. They brought new expertise, and provided us with a structured approach to delivering and improving our customer experience for a specific journey. Their cross-functional team approach truly helped to get alignment and understanding of that journey across our business, enabling us to shift our mindsets away from being a process driven organization to a more customer centric one. Not only were they our partners, but they were also integrated part of the team. Based on the impact of our first engagement with exco, we continue to work with exco on other elements of their holistic CX program to drive sustainable customer experience improvements in Oriental Bank.
The exco team exhibits keen attention to detail, they follow through on initiatives started and ALWAYS think outside of the modus operandi. What stood out for me was the energy that the team brings - irrespective of the situation, they always brought so much positive energy to conversation and handle conversations and challenges really well. Thanks to exco, we have empowered our teams to no longer see CX as an abstract concept; they are able to visualise every strategic decision to reflect a positive outcome for our customers.
Beacon has always had CX programmes in the past and they worked out but we felt there was much more to be gained from them, for both the company and our customers. EXCO was engaged to help us put a robust structure in and build a foundation for a CX program that would function without daily oversight and was owned by the entire company and they were able to do just that!
