Customer, Experienced.

Customers – the humans who buy stuff – think and feel in different ways than the companies who make stuff. Companies want to know how to sell more, build more, engage more, list more or position more. The process of running a company is functional – on an industrial scale. Customers on the other hand, want to know how they’ll look, how they’ll feel, what they’ll get and what others will think of them.

In traditional research and testing, the functional elements of an experience are easy for customers to recall. They’re also easy for companies to measure, so they’re easier to fix and manage.

But the truth is, these functional elements are the things that every business can measure and manage.

In isolation, measuring and managing functional operations doesn’t offer any competitive advantage. They don’t make any one business stand out.

What’s tough for companies is that emotion and perspective are subjective – making them challenging to measure, manage, and scale. But when companies deliver on these important, intangible benefits, customers reward companies with their trust, loyalty, and good will – and they grow faster than the competition.

Our Customer Experience framework (CXC) proves that companies with stronger relationships out-perform their competition. We use this proprietary framework to identify the functional and emotional opportunity areas that drive tangible brand relevance. Validated and benchmarked across 7 years of research – 150,000 consumers rating over 1,000 companies representing 18 industries – our CXC framework can help you diagnose the strength and quality of your customer relationships…

Through our Customer Lifetime Value modelling, we’re able to identify the customer segments with the greatest growth potential over time, and help your business make informed investment decisions, that maximize growth and minimize risk.