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Customer Experience Strategy

Lead through innovative strategies that deliver remarkable experiences.

A customer experience strategy expresses your vision, measurable objectives and a long-term action plan. Ultimately, it will help you deliver remarkable experiences across all customer touchpoints. To be truly effective, your strategy must clearly articulate how you want your customers to feel about your brand. It must also align with your vision and be embraced by all key stakeholders in your organisation. We help you do this by working collaboratively with you to drive customer retention and acquisition and build loyalty.

CREATE S.M.A.R.T. GOALS

We work with you to create a customer experience strategy to effect lasting improvements. The strategy we leave you with is an actionable, working document marked by goals that really are specific, measurable, attainable, realistic and timely.

BREAK DOWN SILOS

Our multidisciplinary team of experts helps break down ‘siloed’ approaches, ensuring all stakeholders are working towards a shared vision, while striving to deliver a customer experience strategy that will enable your brand to thrive in the marketplace.

where to start

We typically start by meeting with key stakeholders to capture your overall strategic objectives, vision and mission and align them with your customer experience strategy. We also define your business drivers and success metrics.

A competitive analysis may be conducted together with an audit of customer touchpoints to assess current perceptions and pain points.

TIMING
The typical duration for creating a customer experience strategy is 6-8 weeks.

how we do it

Our customer experience strategy approach provides a solid framework to improve, innovate and build connected experiences based on your goals, business drivers and customer expectations. We use Akendi’s Experience Quadrant model as a first step, to measure how well your product or service is executing in four key quadrants: Business, Technology, Content, and Service.

Using Akendi’s Experience Quadrant model as well as other innovative tools and techniques, we will help you align your business objectives, vision, mission and goals with customer expectations, guiding future customer service efforts.

what you get

A roadmap for the successful implementation of your customer experience strategy. A strategic document typically includes:

  • Customer experience journey audit
  • Mission, vision, objectives
  • Brand positioning and attributes
  • Success metrics & long-term plan

A customer experience strategy is critical to consistently meeting and exceeding your customer’s expectations. It is the key to transforming your business from product-focused to client-focused: drive customer retention and improve loyalty and acquisition.


Experience Thinking™

Our Experience Thinking™ process underpins every project we undertake, elevating the product development process by recognizing users and stakeholders as meaningful contributors to the design cycle. The result:
powerful insights and creative design solutions that meet real user and customer needs. Click to learn more >>

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  • Innovation
    Innovation explores big ideas and boils them down to enable exciting outcomes.

    - Opportunity Scouting
    - Experience Immersion
    - Concept Incubation
  • Strategy
    An innovative strategy successfully integrates the goals of business, customers and users.

    - Product Strategy
    - Customer Needs
    - User Needs
  • Research
    Gain the insight you need to design it right the first time.

    - Ethnographic Research
    - User Personas & Scenarios
    - Experience Mapping
  • Design
    More than aesthetics, design also looks at interaction, and use.

    - Information Architecture
    - Wireframes & Interaction Design
    - Visual Design
  • Testing
    Testing provides the real feedback you need to make impactful changes.

    - User Experience Testing
    - Heuristic Assessments
    - Usability Testing
  • Construction
    We work shoulder-to-shoulder with your engineering team every step of the way.

    - UX Specifications
    - UX Styleguides & Standards
    - Front-end coding: HTML/CSS
Shaun Illingworth
Vice President

What experience are you creating?

Discuss your latest initiative with us.

Shaun Illingworth
Vice President
contact@akendi.com

WE HAVE SUCCESSFULLY COMPLETED OVER
55
Experience Strategy Projects
View Our Portfolio

Balancing Business Requirements

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“This is the preliminary thinking and research that gives factual metrics to produce better design.”

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Who we are

Our multidisciplinary team of experts skillfully bridges the gap between the goals of business, design and technology.

Akendi brings together innovation, strategy, research, design, and testing expertise all under one roof.

Our XT Process

Our Culture

Snacktime!

Our Friday lunch and lots of snacks fuel all our hard work and creativity.

Who we are

Our multidisciplinary team of experts skillfully bridges the gap between the goals of business, design and technology.

Akendi brings together innovation, strategy, research, design, and testing expertise all under one roof.

Our XT Process

Our Culture

"Remarkable product and service experiences meet real human needs."

Snacktime!

Our Friday lunch and lots of snacks fuel all our hardwork and creativity.