Why Does CX Matter?
The best way to understand customer experience is as the sum total of all the impressions your business creates with the customer across all channels, digital or offline, through the entire customer lifecycle. Every customer touchpoint matters because it has the potential to positively or negatively affect customer sentiment about your brand.
Customer experience is rapidly becoming the make-or-break issue for business growth. With every new customer costing 6-7 times more than retaining an existing customer it's important to manage and nurture your customer relationships. Investing in customer experience improves satisfaction, loyalty and retention, which reduces the costly churn that can sink your business. What’s more, experts predict that by 2020 most business will be competing on customer experience rather than product or price. This means your future success will depend on putting customer experience at the centre of your business strategy now.
Where Does It Hurt?
As a startup founder you're the captain of your own ship and responsible for everything. You believe in the holy trinity of sales, marketing and Google adwords. You might have heard of customer experience as a growth hack but you can’t figure out how to make it a priority when you already have so many. Partnering with us means you can fight overwhelm and get the customer experience sorted while you focus on what you do best.
As an entrepreneur heading a small-to-medium-sized business (SME) you're the meat in the sandwich. You're facing pressure to deliver results for your investor and stakeholders as well as pressure from employees whose jobs depend on a stable or growing volume of business. Partnering with us means you can delegate customer experience assignments and support digitisation without the time, effort or expense of a new hire.
As an executive, you have concerns about proving the business value of your initiatives. You need to manage risk, drive revenue, track metrics and demonstrate ROI. You're worried about customer churn and know that customer experience is the crucial competitive advantage you need to have. Partnering with us means getting the tools and strategy you need to manage digital transformation and develop customer success initiatives that get results.
How Can I Help?
There are three steps to customer experience excellence, beginning with knowing your customers, assessing your digital and offline touchpoints and mapping the customer journey that will delight customers and achieve your business goals.
The insights phase begins with customer discovery. This means getting clarity about your customers, their characteristics, habits, preferences and buying history with you.
➤ Review customer data and feedback
➤ Conduct customer research
➤ Apply customer segmentation
➤ Prepare buyer personas
➤ Establish metrics and KPIs
We’ll assess your customer touchpoints and where your business can make improvements to the customer experience.
➤ Customer journey mapping
➤ Omnichannel CX audit
➤ Expert review/evaluation
➤ Website/app usability testing
➤ Website analytics/SEO/accessibility
➤ Social media audit and monitoring
➤ Competitive benchmarking
We’ll create a strategy roadmap with actions needed to improve your customer experience going forward.
➤ Customer experience roadmap
➤ Strategy for adapting systems/processes
➤ Prioritised, actionable recommendations
➤ Timeline for implementation
➤ Review metrics and KPIs
➤ Calculate ROI
When Can You Start?
ASAP — that’s as soon as possible. The sooner you start working on customer experience, the faster your business will see the benefits. My flat-rate retainers are designed to be a quick and convenient solution when you need customer experience steer.
What Does it Cost?
Depending on your needs, you can choose between two flat-rate retainer packages:
1) Sprint: €1250 + VAT daily
A sprint is a day retainer suitable for quick or exploratory CX projects:
We’ll spend the day together learning about your customers and goals
We’ll audit the existing customer experience, online and offline
We’ll prepare a customer journey map showing existing touchpoints
We’ll identify known and possible customer pain points
We’ll explore a range of solutions from quick fixes to ideas for longer-term opportunities
We’ll establish KPIs to help you measure progress
2) Project: €5750 + VAT weekly
A project is a weekly retainer suitable for more in-depth CX projects requiring more intensive data gathering and analysis:
We’ll confer on the purpose and objectives of the project
We’ll establish KPIs to help you measure progress
We’ll agree on weekly priorities and set deliverables
We’ll proceed with work as described in the Three Steps to CX Excellence Framework (above)
We’ll keep in touch and report on progress daily
We’ll find quick wins while planning for longer-term goals
We’ll produce an draft roadmap for customer experience opportunities
We’ll agree to conclude the project or renew for another week
What Else Should I Know?
Working with SunflowerUX begins with a free consultation. We’ll get to know each other and determine how I can best make a difference to your business. Once you are ready, we can normally start within one week unless agreed otherwise. Work begins upon receipt of the retainer fee.
Good communication is the key to successful collaboration so there is regularly scheduled feedback is built into the plan from the beginning. You will always know what work is being done, where things stand and what to expect.
All service packages include business coaching. I take the time to share key CX learnings with you and your employees so that everyone is on the same page about customer experience and the role it plays in your business. You’ll enjoy all the benefits of retained expertise at a fraction the cost of a full-time head.
My job is to take the guesswork out of your customer experience so that you can focus on growing your business. Why not contact us today for a free consultation.