Customer Experience Strategy
Design journeys, optimise touchpoints, and embed feedback loops that drive retention.
Advocate
Referrals, reviews, community, upsell moments.
Support
Issue resolution speed, knowledge base, SLAs.
Use
Product/service delivery quality and communication.
Buy
Checkout friction, contracts, onboarding handoff.
Discover
How prospects find you: ads, search, referrals.
Evaluate
Website, trials, demos, pricing clarity, social proof.
Journey Stages
CES
Customer Effort Score
Effort required to solve an issue.
CSAT
Customer Satisfaction Score
Satisfaction after key interactions.
NPS
Net Promoter Score
Relationship metric for loyalty & referrals.
Automate triggers at key moments: post‑purchase, onboarding completion, support ticket close.
Feedback System
Market & Customer
Define segments, needs, value proposition, and positioning.
Operations
Map core processes, owners, SLAs, and capacity constraints.
Financial Model
Revenue drivers, cost structure, unit economics, funding.
People & Structure
Roles, accountability (RACI), incentives, and skills plan.
Planning Pillars
Big Bets
New onboarding, proactive success program, community.
Quick Fixes
Remove friction: broken links, unclear pricing, slow forms.
Measurement
Define outcome metrics: churn, ARPU, LTV, ticket volume.
Prioritise Improvements
Journey Map Template
Download
Voice-of-Customer Board
Download
NPS/CSAT/CES Guides
Download
Touchpoint Inventory
Download
Tools & Templates
Discover
Context, objectives, constraints, and baseline metrics. Stakeholder interviews and quick wins identified.
Design
Co‑create the plan, governance, and resourcing. Clear owners, milestones, KPIs, and risk controls.
Deliver
Support execution with artefacts, workshops, and dashboards. Remove blockers; adjust based on data.
Ongoing Non‑Exec Support
Board‑level advisory, challenge & support. Monthly ops / quarterly strategy reviews; decision support on investments, risk, and priorities.