“Don’t waste customers’ time asking them questions unless you are prepared to act on what they say.”
Bruce Tempkin co-founder CXPA
At Paradigm CX, our approach to building Customer Experience Strategy starts with understanding your customers journey when engaging with your brand. We then work with you to map the gaps between your brand promise, staff expectation and most importantly your customer expectations. From a customer's initial need or occasion all the way through to post purchase. Evaluating each touch-point your customers experience, whether physically, via e-commerce or through social media influencers and advertising.
This guides us on which touch-points have the most impact on customer propensity to buy, to return and ultimately become brand advocates. Understanding the triggers and barriers along with attitudinal and behavioural motivations for customers form the focal points for designing the ultimate customer experience strategy.
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