Customer Experience Consulting
Customer experience consulting aligns brand promise with what customers actually feel across sales, service, and product. We find friction, redesign high-impact moments, and set up measurement so satisfaction and revenue move together.
What is customer experience consulting?
A service that improves every step of the customer lifecycle. Advisors map real behaviors, quantify pain points, design better paths, and wire in metrics so teams can see gains in loyalty, spend, and service quality.
Why it matters and how it works
Customers punish friction fast. 32% will leave after a single bad experience. High performers grow faster: revenue growth for CX leaders can be 5.1x that of laggards. We connect research, design, and change so frontline behavior and KPIs shift together.
Typical steps
- Listen and quantify. Surveys, VoC, support data, and field interviews to size the issues and identify value pools.
- Prioritize moments that matter. Select the few experiences that drive churn, repeat purchase, or cost to serve.
- Redesign and test. Prototype content, policies, and service flows; A/B where possible.
- Adoption. Train managers and teams; tie playbooks to change management routines.
- Measure and scale. Dashboards that show NPS, repeat purchase, and resolution time; scale what works.
Results you can track
| Outcome | What we track | Why it pays off |
|---|---|---|
| Loyalty | NPS, repeat purchase, churn risk | A 5% lift in retention can raise profit 25%–95%. |
| Revenue | Average order value, cross-sell, upsell | CX leaders show far higher revenue growth. |
| Risk reduction | Complaint volume, defect rate, rework | 32% will switch after one poor interaction, so getting the basics right matters. |
| Value creation | ROI model by segment | $1B revenue companies can gain ~$700M over 3 years with moderate CX improvement. |
FAQs
How is CX different from customer service?
Customer service is one part of the experience. CX covers discovery, purchase, onboarding, use, and support. We design across the full lifecycle and wire in metrics so improvements stick.
What metrics will move?
Expect changes in NPS, first contact resolution, repeat purchase rate, churn, time to serve, and complaint volume. We set targets per segment and track weekly.
Where should we start?
Begin with a short VoC and data scan, identify three high-impact moments, prototype fixes, and train leaders to reinforce new behaviors.
Ready to turn CX into growth?
Get a 30-minute review and a CX scorecard you can act on.