The most successful brands deliver far beyond just great products and services – they deliver on their brand promise with a customer experience that is seamless, persuasive and delighting.
Building a better customer experience has to start with knowing your customers. Truly knowing your customers involves understanding what they value most and how they want to be served, both inside and outside of the interactions with your product or service. Our Experience Attribute Map is a customer journey mapping tool that helps make sense of the complex, non-linear way customers buy today.
We break down the customers’ journey from pre to post-purchase and evaluate how well current customer touchpoints are serving their needs. Our analytical methods determine which moments have the most impact on customers and identify the biggest opportunities for improvement.
Focusing on the most important touchpoints, we bring our creative and digital expertise to help envision a better customer experience by making it simple, seamless, confident, engaging and perhaps even more fun. Our goal is to remove customer pain points and then take it a step further to set a new standard. Throughout the process, we make sure your organization, people and methodologies are all united to deliver the new customer experience.
We help our clients use customer experience to build their brand and increase sales, reduce churn and drive down cost. By bridging the gap between brand strategy and execution we help companies grow better.
• Journey Mapping & Signature Touchpoint Identification
• Physical Environment/Store of the Future Design
• Customer Experience Organizational Capabilities
Driving true customer loyalty for Cathay Pacific Airways
Addressing Customer Frustrations in a Complex Industry
Redefining the customer experience
Bringing the Brand to life for 60,000 employees
Meet one of our Customer Experience experts…
Chiaki is a Senior Partner in Prophet’s New York office, with extensive experience in growth strategy consulting. Using segmentation & value proposition, customer experience, brand strategy and marketing, she’s led clients in financial services, communication and healthcare to new avenues of expansion. And she’s an industry leader in customer engagement and marketing accountability, having spoken at the Conference Board and the Association of National Advertisers.