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