Customer Experience & Product Consulting
Creating experience and product strategies that drive revenue and meet customer expectations.
Customer experiences and products that fall short of customer expectations threaten the very existence of companies. Companies that see their revenue plummet or fail to take-off may resort to hiring (including consultants), buying new tools, and/or replicating the competition, all while a better solution may lay in the root cause of their problem.
A well-thought Customer Experience or Product strategy, which identifies pain points and ruthlessly select differentiating opportunities, can determine the fate of a company. Still, 90% of strategies never get implemented. CX&P focuses on changing that and delivering executable customer experience and product strategies that yield results.
What we do:
Executable customer experience and product strategies that yield results
We work with leaders to identify the experience and product-related challenges that get in the way of success — and solve them. Sample issues we regularly help our clients address include:
Who is my target customer?
What are my customers’ preferred channels of engagement?
What’s my total addressable market?
Why is my conversion rate so low?
How can I boost customer acquisition?
How can I organize my customers’ feedback?
How can I increase my customers’ lifetime value?
How can I measure my customer satisfaction?
How can I better support my customers after purchase?
How can we achieve product-market fit?
How unique is my value proposition?
How can I make sure this experience is viable for my business?
How do I select my OKRs?
What capabilities are missing to enable my strategy?
How do I prioritize opportunities for improvement?
What do I need to think about to launch a loyalty program?
How can I improve customer-centricity within my organization?
How can I connect my customer and employee experiences?
Our Strategic Capabilities
Opportunity discovery
Strategy needs to be rooted in context understanding and identification of pain points and opportunities. This ensures that we narrow down our focus on the most relevant solutions in subsequent phases.
Discovery often requires data collection, analysis and insight, product/experience market-fit review, and customer maturity assessment.
No one knows your business better than you do — we work with you to leverage your knowledge and make this phase, which can not be skipped when crafting a strategy, as efficient as possible.
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Qualitative & Quantitative Research
Industry Trends
Competitive and Gap Analysis
Segmentation & Personas
Journey & Experience Maps
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Do you really know your customers?
Facing a slow growth rate, our clients sought to validate her knowledge of her existing client base, and identify new customer segments. Sifting through existing customer analytics and conducting primary research led our team to identify personas that were different from the company’s existing marketing target audience.
Marketing campaigns were retargeted toward more appropriate segments, resulting in 100% growth in the company best selling product’s sales. Additional go-to-market channels were proposed for experimentation to address untapped customers.
Future state
design
Whether starting from a blank slate or building upon an existing strategy, future state activities focus on long-term vision and core initiatives that address issues and increase competitiveness.
Future state design is usually punctuated with several workshops that require our client’s participation to make choices on ‘where to play’ and how to measure success (i.e., OKRs).
Whether focused on customer or product strategy, attention should be dedicated to ensure that this strategic piece of work is embedded within your corporate strategy, and incorporate existing trends, such as Gen AI, if applicable.
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Vision and mission
Strategic themes
Performance Metrics / OKRs
Value proposition and differentiators
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Introducing continuous discovery to the public sector
Our team was hired to audit an eCommerce playbook for underserved communities, with members willing to develop their own business.
After formulating recommendations on the playbook relative to the existing user needs within the community, we worked with our client to identify success metrics and develop a process to continuously identify improvement opportunities in the eCommerce curriculum, prioritize these opportunities, and test potential solutions accordingly.
The playbook has the potential to reach 80+ thousand individuals.
Roadmap, planning,
and execution
Strategy implementation requires to translate the strategy into roadmaps and action plans.
Additional support for this transition can be delivered via training and coaching on core Customer Experience and Product topics (product mindset, human-centered design, service design, and continuous discovery, etc.) and tactics to facilitate change adoption.
This phase is accompanied by a business case, which looks at the viability of the customer-centric decisions for the business, seeking the balance for both customers and the business to win together.
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Product discovery and strategy trainings and coaching
Human-centered design
Service design
MVP scoping
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De-risking investment for an international computer peripherals manufacturer
Our client needed to validate a new product concept which had not gone through discovery. Workshops were leveraged to delineate the problem and confirm the pre-identified solution, which also served to align stakeholders on a common vision.
Assumptions were identified for testing, a specific audience was defined, and research was conducted to validate these assumptions. The insight was summarized and leveraged to revisit the value proposition of the product.
The customer insights and work completed suggested not to go to market with the product, avoiding an unnecessary multimillion investment.
Let’s connect
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