We improve your organisation’s consumer experience (CX) strategy through consumer research and journey mapping, to identify pain-points and new opportunities to delight your customers.

CX is your customer’s holistic perception of their experience with your organisation or brand.

In a digital world, where customers review and share their experiences in real time, it has become vital for organisations to deliver a meaningful and positive CX across all touchpoints of their customer’s journey.

CX strategy is an actionable plan to remove any pain points consumers experience in a customer journey and includes efforts to delight customers and go ‘above and beyond’.

Examples of customer journey can include onboarding a new customer, resolving a complaint, rebooking a service or receiving reminder notifications of an upcoming appointment. It can refer to a digital or phone experience as well as a face-to-face.

Aligned Thinking is passionate about great CX.

Great CX delights and delivers value to your customers and your organisation, improving customer loyalty, repeat business, increased sales and positive word of mouth.

In defining your CX Strategy we can:

✚ leverage deep customer insights, gained through a CX audit, including consumer engagement, data analysis and journey mapping

✚ identify and resolve CX pain points, establishing a CX strategy that delivers seamless and meaningful customer experiences

✚ establish routines for collecting and measuring consumer feedback and loyalty.