Is your customer experience good enough to delight new customers, encourage customer loyalty, and generate referrals? Can customers get what they’re looking for quickly and easily online, in your store, on the phone? Is your information accurate and consistent no matter where customers find it? Are your employees empowered to anticipate and to proactively address customer issues? Would you like to improve the customer experience you offer? A better customer experience will dramatically improve your bottom line and enhance your brand. Go beyond improving customer satisfaction to customer delight: create brand loyalty. Let us help you refine your customer experience management (CEM) framework to:

Let us help you refine your customer experience management (CEM) framework to:

• Understand the priorities of your different customer segments and roles
• Better understand your target customers' contexts and goals
• Align your partners and suppliers to ensure a seamless experience based on what customers are trying to achieve
• Make it easy for customers to serve themselves and to help and refer others
• Increase your ROI by reducing service costs and increasing sales

We custom-tailor each consulting project to the client's goals. Customer-Experience Transformation projects often include:

Customer Segmentation	Identify the key behavioral, contextual, roles based, and demographic segments.
Customer Scenarios	Truly understand customer needs based on what they are trying to accomplish and their context and constraints. Go beyond customer journey mapping and customer experience mapping by engaging with customers to map their ideal experiences.
Cross-Channel Design of Customer Experience	Design a consistent, yet channel-appropriate experience. Provide a seamless cross-channel experience throughout the customer lifecycle.
Organizational Alignment	Rally everyone in the organization to deliver a distinctive brand experience at customers' moments of truth.
Customer Measurement Framework	Identify top areas of concern for customers, and solicit customers' metrics for success. Measure your operational performance against customers' needs and metrics. Make the business case for reducing costs and increasing sales.

Contact us to configure a project for your needs: Phone: +1.617.742.5200 Email: consult "@" psgroup.com   For more information, see Customer Co-Design and Customer Scenario Mapping ® Methodology and Voice of the Customer (VOC) services. For examples of our research in these key areas, see: • CRM / Customer Service • Cross-Channel Experience • Customer Experience • Customer Metrics/Scorecards • Customer Scenario Mapping® Methodology • Customer Scenario Patterns     Customer Experience Strategy Consultants