Many organisations understand that CX improvements should focus on the ‘moments that matter’ to customers, the experiences that are valued most highly by customers. But there is often little structure and robustness in identifying what these important experiences are and how to improve them in ways that will create real value to customers. Until now.
Our customer experience (CX) transformation process is designed to reshape how businesses understand and engage with their customers. It focuses on understanding what drives customer choices using the Jobs To Be Done methodology, combining these insights with business objectives to create a CX Architecture that aligns with both customer needs and organisational goals. This approach provides a comprehensive roadmap for optimising current experiences and identifying new opportunities for value creation, ultimately leading to sustainable business growth.
We uncover customer motivations using the Jobs To Be Done methodology, evaluate current customer experiences, and align insights with business objectives through stakeholder engagement. activity plays an important role in aligning your organisation on where it should invest effort.
Using insights from Discovery, we create a clear framework that sets the CX vision, principles, customer segments, an articulation of the future state experience, journey maps, and governance structure.
We build a roadmap for optimising current experiences and highlight new opportunities to create additional customer value, guiding strategic decisions and resource allocation.
We rapidly test and validate new initiatives using Lean Start-Up methods, ensuring experiences resonate with customers before scaling.
We launch validated experiences into the market, continuously monitoring and refining to maintain alignment with customer expectations and drive sustainable business growth.
Our approach is not just a process; it's your pathway to sustainable business growth. Chat to us today.
Customer strategy involves systematic planning and execution of initiatives to improve the overall customer experience (CX) and enhance customer satisfaction, brand loyalty and business performance. It includes identifying crucial customer touchpoints, then devising and executing strategies to optimise them.
CX strategy helps organisations focus on improving the aspects of the customer experience that matter most. By working with an experienced CX consultant like Purple Shirt, you can identify and prioritise the elements that will deliver maximum value for you and your customers.
A CX Consultant is an expert who specialises in customer experience and strategy. They collaborate with organisations to identify opportunities for improvement, design customer-centric solutions and implement strategies to elevate the overall customer experience. Their goal is to enhance customer satisfaction and drive brand loyalty.
At Purple Shirt, as a dedicated CX Agency, we follow a personalised three-step approach to CX Strategy:
1. Identify:
We pinpoint the specific customer experiences that require improvement.
2. Design, Test, Refine:
Using human-centred design principles, we refine these experiences to ensure they resonate with your customers.
3. Deliver:
We implement the newly designed experiences to enhance customers’ perception of your organisation, products and services.
Purple Shirt combines best-practice human-centred design methods with the ‘Jobs to Be Done’ methodology, providing practical and actionable customer strategies. As leaders in New Zealand’s UX & CX thinking, our CX agency's proven expertise can help you implement meaningful, lasting organisational changes that lead to exceptional customer experiences.