Customer Experience
Create intentional, positive customer experiences. We help organizations navigate the complexity of the ever-changing customer experience through our design, test and measurement process.
Customer Experience
How current is your understanding of member experience and how quickly can you respond to risks and issues?
Creating and delivering a winning customer experience is especially challenging for organizations competing in the “experience ecosystem” – the complex marketplace where relationships exist between distributors, customers, influencers and decision makers.
We work with your leadership teams and front-line employees to create a comprehensive view of your existing experience ecosystem; identify hurdles you will need to overcome to deliver desired experiences and create a visual learning tool to educate all levels of employees in the organization.
Before making investments in your customer experience function, organizations must be aligned – especially across the leadership team – and a well-designed governance model must be in place to sustain your efforts. We’ll lead you through workshops to explore capabilities necessary to effectively manage experience, prioritize investments and develop a plan for action.
Customer expectations are higher than ever
Without the right processes to identify issues or opportunities, efforts to enhance the customer journey are often just good guesses.
Customer experience innovation is about being proactive – understanding your customer’s goals and feelings to create the best outcome for them at each step of interaction. It is key in building brand presence, increasing revenues and improving customer loyalty.
Baker Tilly’s customer experience offering helps companies understand the full customer experience, identify issues, develop innovative ways to reduce effort and friction, test innovations with customers and develop plans to integrate and monitor those innovations over time.
Our customer experience assessment methodology can help your company:
- Understand the specific interactions your customers have across the entire buying and service journey, as well as the emotional connection they feel at each interaction
- Explore how to eliminate current pain points and increase customer loyalty
- Generate innovative new experiences that provide value to your customers
- Test and validate new customer experiences in the market before investments are made in people, process and technology
- Develop an actionable, prioritized road map that indicates where, when and how you will execute customer experience initiatives
- Engage in change management, communications and training programs to ensure the changes are adopted and sustained
Our customer experience approach
By following an approach based on understanding the experience ecosystem, identifying opportunities for improvements and testing and deploying experiences, we help organizations build a prioritized road map to improve the effectiveness of their customer experience investments and change their relationships with customers.
Assess your current state capabilities to develop a customer experience management framework, operating model and culture that capitalizes on opportunities to compete on customer experience and drive organic growth. We help you develop the long-term strategy necessary to support this ongoing effort.
Assess the specific segments of your customer journey to understand your current client experience, look for opportunities to improve/innovate and test those potential improvements/innovations to determine which drive the most value. We help you prioritize identified efforts and plan the road map to move from ideation to execution.
Execute on the ideas, features and innovations identified to improve your customer experience. We help you observe results of new concepts, features or innovations and leverage tools to track/respond to changes in your customer experience over time.
Featured insights
Our professionals
Contact one of our customer experience professionals to learn how we can help your organization.
