We’re a leading Customer Experience (CX) consulting company with years of experience in helping brands grow. We have broad expertise across industry sectors in both B2C and B2B business. Our approach to developing CX Strategy is holistic and combines customer data, strategy, design thinking and customer-centric marketing to help brands create positive experiences that raise customer loyalty and fosters customer advocacy.
Customer Experience Design is the practice of designing products/services with a focus on the quality and thoughtfulness of the user experience. Every touchpoint within the customer’s interaction with a product/service is designed to deliver lessons based on the brand’s promise. It requires companies to weave in storylines through online and offline experiences that bring the brand to life.
Experience design (XD) is not just a medium, like an advertising campaign or an online app, but rather a strategy to keep customers engaged with a brand through impactful interactions. This means that every product, service and action is designed to deliver an exceptional experience. Your packaging, online properties, mobile app, web and print ads, check-out experience, customer service policies, all the way down to how staff greets customers; and what they wear to how a store looks, smells and sounds, are just some of the details to consider in customer experience design. It’s a strategy in which everyone at the company, no matter their role, must be involved in order to deliver a unified customer experience. The idea is to wow customers or clients at every point of their journey.
Great customer experience design is about injecting purpose and empathy into everything your company does. McKinsey research has shown that 70 per cent of buying experiences are based on how the customer feels they are being treated—and a large part of that has to do with showing the customer you (as the brand) care about them, and value their business.
Any Brand Can Elevate Customer Experience
Customer experience design is an effective way to grow a company’s bottom line by putting the customer first, above all else. And any brand—B2B or B2C—can do this. If customers are happy and delighted with their buying experience, they will become loyal advocates for your brand and help you expand your market share.
That’s the beauty of XD: Your customers hold the key to your success. The best companies don’t over-market with Black Friday sales, catchy jingles or expensive Super Bowl ads. They deliver extraordinary experiences for their customers and get rewarded with loyalty and affinity.
Adopting practices that elevate the customer experience will undoubtedly produce a return on investment and provide a steady foundation upon which your brand can continue to grow.
Everything we design and develop is built using in-depth research and analysis of your market, customers, opportunities and competition. This helps us to define a series of goals for your brand. We then follow a phased approach to deliver your project that includes sketched ideas and brainstorming, the production of wireframes, static designs, campaigns, copy and user testing.
It doesn’t stop there, with ongoing support ensuring your website continues to deliver results. We monitor, review and analyse how successful your website is performing, making sure it is delivering on its core goals.
‘Would I recommend them? YES! But only with reluctance, emmersion is the secret ingredient that you really do not want to share with anyone.’
Rajeev – SYMPHONY
HOW WE CAN HELP
‘What are you trying to achieve and how can we help deliver this’. This is what we ask and look to define in order to deliver on our promise to help your business grow. Are you trying to generate more sales, increase qualified leads, build customer awareness or improve conversion rates? Once we understand what you are trying to achieve we devise a strategy to realise this.
‘We are currently working with emmersion and they are a real pleasure to do business with. We love their creativity and flexible working nature, we feel very safe in their hands.’