Price Range: $3,000-$8,000

Your gut says that customer experience could be better at your business – or you need more concrete strategies - but not sure what to focus on?

Let’s start with a small but potent scope of work to clarify your business’ needs, strengths, and opportunities for measuring and strategizing your customer experience.

Discovery + Project Plan shows us where to dig in, how, and why.

We identify the areas where you need more or better customer feedback to make strategic decisions or promote your brand. We'll uncover opportunities for deeper customer and market insights, start developing meaningful brand experience metrics, and sketch potential designs for how your business will implement your vision for better customer experiences.

What’s involved:

o   Workshop to understand your business goals, intentions, vibe, and questions you want answered about customers and their experiences with your business

o   Interviews with you/the owner, your team, staff and/or investors

o   Interviews or focus group with a sample of customers

o   Review of existing data from your customers, community and economic development efforts and/or market

o   Discussion and interpretation of insights for what we can design for aligning customer experiences with your business direction.

You get:

o   A summary of insights and a project plan based on customized recommendations rooted in your business context and ethos.

o   Direction as to whether your business needs more customer research and/or is ready to design customer experience touchpoints.

Price Range: $10,000-$24,000

You need to know what your customers are thinking, feeling, and doing – and why – so that you can adjust your business, brand, products, or services.

In this phase we’ll define and answer strategic questions that will unlock how your business can deepen customer relationships, increase conversions, and empower staff to deliver consistent, brand-aligned customer experiences.

How I conduct research:

o   Customer experience metrics and benchmarking

o   Survey(s)

o   Observations (in person and/or online)

o   Interviews and/or focus group(s)

o   Customer persona journey development or gap analysis

o   Product and service testing and evaluation

o   Community and economic revitalization insights

What you get:

o   Analysis report of findings and results in detail

o   Team workshop to discuss and interpret the analysis

o   Customized recommendations for designs that build, improve, and/or monitor customer experience touchpoints

Price Range: $5,000-$20,000

You need practical and powerful ways to build connections with customers beyond a transaction. You know how you want customers to think, feel, and do but you need help embedding that vision into tangible touchpoints and processes.

In this phase we’ll design and test what your customers need to increase their trust in your brand, get their needs met, and feel cared for by your business.

What I design:

o   Strategies and content for your website, socials, marketing, and branding related to customer needs and preferences.

o   Staff protocols, training, and coaching for customer interactions

o   VIP experiences

o   Programs and events for customer and community engagement with your brand

o   Customer journeys, personas, and touchpoints that empower your marketing, digital, and customer service to tailor customer interactions and communication.

o   Internal systems for collecting, analyzing, and acting on customer feedback

What you get:

o   Final, tested design(s) for better customer experiences

o   Implementation coaching for staff and on-going maintenance of designs