What is customer Experience Consulting?
Customer Experience Consulting involves the use of an expert consultancy to optimise the experience of customers each time they engage with an organisation through a broad range of offerings. The best customer experience consulting will combine such methods as outside-in strategy design, customer journey maps, customer value proposition design, ideation workshops, in-depth qualitative and quantitative customer research, customer persona development and the creation of specially designed experiences to delight the organisation’s customers.
Why Customer Experience Consulting can be Critical to Growth
“Customer experience” (CX) is everything about a business that affects a customer’s perceptions and feelings when they engage with it. People remember the quality of their experiences – the positive as well as the negative, and naturally will seek to repeat the positive and avoid the negative. Indeed, research suggests that 86% of customers are willing to pay more for a better customer experience, whilst a mere 8% of customers feel that they are receiving that superior customer experience. Great customer experience consultants, such as we are at The Strategy Group, will shape great customer experiences to ensure that your customers return again and again for the satisfying, even brilliantly delightful experience your organisation can provide.
Traditionally, organisations look internally (’inside-out”) for new opportunities, points of view and ideas. By adding the external perspective of the customers, and by employing best-practice tools and processes, customer experience consultants can challenge the status quo and offer revelatory thinking to fuel growth and customer-centred innovation.
Much of the value in customer experience consulting comes from taking the outside-in view view of an organisation that the customers can offer. By empathising with an organisation’s customers, utilising skills we have honed in our work with many organisations, and by using the latest research, our consultants can identify key insights on how to raise the peaks and eliminate the troughs of your customers’ experience with your organisation.
Your winning strategy starts with watching and listening to your customers. Focusing intently on the customer experience regularly reveals unrealised opportunities for unfulfilled growth as it reveals unfulfilled customer needs in today’s market landscape, and also opportunities to leverage the brand for future value. Smart companies realise their customers have the crucial information required for them to grow, and thus make customers their focus.
Thus, the tactical use of high quality, expert customer experience consultants such as The Strategy Group can supercharge growth in any organisation. We can create and deliver fresh perspectives through high quality quantitative and qualitative research, delivering thoughtful and specific recommendations on how to improve customer experiences to retain existing customers and win new ones – leading to direct effect on your revenue and profits. The diverse range of offerings further allow us to tailor packages to fit the size and needs of any organisation, including businesses ranging from small to large, multinational firms, non-profits, charities, governments and more.