The performance of your business is a direct result of the experience customers have with you.   It doesn’t matter if you’re in retailing, financial services, healthcare, business services, industrial products, or commodities.  The quality of customers’ experiences translates directly into your ability to acquire, retain, and improve the profitability of customer relationships. 

Customer Innovations has a 25 year track record helping leading organizations in virtually every industry make effective improvements in their customers’ experiences.  This work has demonstrated bottom line improvements of 10-25% as a result of increased retention, incremental sales, reduced acquisition costs from positive word of mouth, improved price realization, as well as, improved productivity of customer-facing operations.  Most of our work has been with organizations that operate with highly complex networks of “customers” including consumers, distributors, agents, brokers, retailers, and other intermediaries or influencers.

Closing the Knowing-Doing Gap:  Insight and ambition are not enough.  Organizations almost always face a significant “knowing – doing” gap.   Meaningfully improving customers’ experiences is a very difficult task for most mature, complex organizations.  The experience that customers actually have is the result of the behavior of a complex organizational system with deeply entrenched beliefs, values, management systems, unwritten rules, and employee experiences.  We’ve seen many organizations define a very compelling aspiration for a better experience; redesign and implement changes in processes and technology, retrain and motivate their associates and, in the end, realize little or no measurable improvement.  This is because you can’t effectively shift the customers’ experience without understanding how and why the complex organizational system produces the current customer experience.  Over the past decade, Customer Innovations has developed a process for surfacing, decoding, and shifting the drivers of organizational behavior in order to generate a profitable improvement in the experiences customers have

Understanding and Influencing Customer Behavior

 Delivering Next Generation EXperiences