Our Customer Experience + Engagement offering has been shaped by more than six decades of understanding human behavior. Our emphasis on contextualization allows us to easily incorporate emerging technology into the consideration set for clients to build more resilient customer experience and engagement practices in today’s ever-changing consumer ecosystem.
Blending art and science, along with technology and human interaction, today’s customer experience and engagement leaders recognize the lack of a linear purchase path. They also recognize the need for their organization to truly capture the voice of the customer and every single touch point on a customer’s journey – known and unknown.
Removing friction is a major factor for any business looking to deliver exceptional customer experiences. The tricky part is recognizing what points of friction matter most to your ideal customers. How friction is defined varies based on past experiences, new technological advancements, socio-economic structures, belief systems, shifts in macro trends, pressures placed on businesses by society, and other demographics or attitudes.
Providing a frictionless experience can’t be achieved by guessing at what matters most. Too often, businesses invest millions of dollars and a lot of time fixing something that despite being a point of friction, wasn’t deemed very important by the customer.
By spending time working with consumers, considering adjacent spaces, mapping value vs. friction as seen by ideal customer segments, and co-creating paths forward, you’ll find that you’re able to efficiently zero in on what matters.
Magid gives you a roadmap to what technologies, enhancements, delivery and fulfillment changes, training, add-on services and the like will have the greatest impact on retaining and acquiring more customers and advocates for your offering.
When we find ourselves shaping customer experience and engagement practices with our clients they often start with the following types of questions:
When looking to drive the best customer experience and engagement, you need to relentlessly reduce the friction that pains your customers most while aiming to surprise and delight at every turn.