Services  /  Marketing & Customer Experience

Customer Experience

To thrive in today’s marketplace, organizations need to improve the customer experience of their current customers while simultaneously cultivating and engaging with new audiences. Research suggests that companies that compete primarily based on customer experience will be the most successful. Gartner has labeled Customer Experience (CX) the “new marketing battleground.”

Services include:

Customer Experience (CX): Is your strategy oriented around the customer? Do you have robust customer feedback and data collection processes to drive a positive customer experience?

Author Experience (AX): Has your organization defined your AX strategy? Is your organization prioritizing strategies, that advance an AX-first orientation?

Audience Development: Are you looking to grow your audience beyond your core customers and members?  Do you need support in building an audience development strategy? 

Customer Data Management & Personalization:  Are you collecting and harnessing customer and audience data to improve business intelligence, insights, and marketing? Are zero-party and first-party data collection a top organizational priority?  Do you have a targeting strategy? Are you able to deliver highly relevant, contextual, and personalized experiences? 

Digital Experience: Are your websites oriented around the customer and user? Are you thinking at a customer level that sits above your products and services?

Customer Engagement & Community: Do you have cross-channel strategies to drive customer satisfaction, loyalty, and referral?

C-SAT (Customer Satisfaction) and A-SAT (Author Satisfaction): Do you regularly measure customer and author satisfaction? Do you know how you benchmark against industry standards?